Service Delivery Manager

About the role

The Service Delivery Manager (“SDM”) serves as the primary customer success leader for assigned Managed Services clients. Responsible for service performance, billing, governance, and continuous improvement, the SDM translates operational delivery into meaningful business outcomes by fostering executive relationships, proactively managing customer health, and ensuring customers realize maximum value from their partnership with Logicalis.

Physical demands include constant sitting, talking, seeing, hearing, and use of hands and arms; frequent standing, moving, climbing steps, balancing, stooping, kneeling, crouching, or crawling; occasional lifting/moving up to 10 pounds.

Responsibilities

• Serve as the primary operational relationship owner and trusted partner for assigned Managed Services customers, maintaining a deep understanding of customer business objectives, service requirements, stakeholder dynamics, strategic initiatives, risks, and opportunities.
• Build and maintain strong relationships with executive sponsors, business stakeholders, and operational leaders to foster alignment, trust, and long-term partnership success.
• Align service delivery, governance activities, and continuous improvement efforts to customer priorities, business objectives, and desired outcomes.
• Manage customer expectations through proactive communication, effective service governance, stakeholder engagement, and transparent management of risks, issues, and service performance.
• Own the overall delivery experience for assigned customers, ensuring services are delivered in accordance with contractual commitments and customer expectations.
• Review, analyze, and communicate Service Level Agreement (S