Job at a glance
Summary 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.
Essential Duties and Responsibilities Customer Success & Relationship Management 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. Service Delivery Leadership & Governance 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 (SLA) performance, service trends, and areas requiring improvement. Lead and manage Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), executive governance meetings, and service performance discussions. Manage client-facing change governance processes, ensuring customer satisfaction, communication, and contractual integrity are maintained.
Oversee execution and delivery of Event Analysis Reports, Root Cause Analyses (RCAs), and other service-impacting event communications. Serve as the primary communication focal point during major service-impacting incidents and escalations. Drive continuous improvement initiatives based on service performance, customer feedback, and operational trends. Customer Health, Risk & Escalation Management Proactively monitor customer health, identify risks, and develop mitigation plans.
Lead customer escalation management efforts, coordinating cross-functional teams through issue resolution and communication. Facilitate root cause analysis and corrective action planning following major incidents or recurring service issues. Translate operational performance data into meaningful business insights, opportunities, and recommendations. Cross-Functional Service Coordination Collaborate with Logicalis support teams, Service Desk, NOC, Security Operations, Solution Architects, Professional Services, Account Executives, Customer Success leaders, and Managed Services staff to shape and deliver customer outcomes.
Coordinate major customer initiatives, projects, integrations, service expansions, and de-integrations with appropriate Logicalis teams. Lead efforts associated with onboarding new customers and integrating new services, devices, technologies, and delivery capabilities into existing customer environments. Enable service delivery through ownership and maintenance of customer-specific ServiceNow documentation, governance records, and operational artifacts.
Support delivery teams through customer-specific knowledge transfer, training, and contextual awareness. Financial & Commercial Management Ensure monthly billing is accurate, complete, and aligned with contractual obligations. Verify time-and-materials (T&M) activities are properly tracked, documented, and communicated. Partner with Account Executives and sales teams to identify opportunities for increased customer value, service enhancement, and account growth.
Support customer retention, r