Service Delivery Manager

Logicalis GmbH

. Serve as the primary customer success leader and operational relationship owner for assigned Managed Services customers .

Posted 9/17/2026full-timeRemote • United StatesSeniorLead💰 $77,517 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer success leadership, operational relationship management, and IT service management principles. Proficient in managing customer expectations, driving continuous improvement initiatives, and facilitating executive-level engagements.

Highest-signal resume keywords

Customer Success LeadershipIT Infrastructure ManagementProject Management Professional (PMP)ITIL V3 CertificationStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Service Management PrinciplesManaged Services OperationsService Level Agreement (SLA) AnalysisRoot Cause AnalysisChange Governance ProcessesOperational Performance Data AnalysisRisk Identification and MitigationContinuous Improvement InitiativesCustomer Onboarding and IntegrationContractual Compliance

Soft Skills

Analytical SkillsCommunication SkillsExecutive PresenceProblem-Solving SkillsInterpersonal Skills

Tools & Technologies

Microsoft OfficeServiceNow

Certifications & Qualifications

Project Management Professional (PMP)ITIL V3 Certification

Industry Keywords

Customer Governance PracticesVendor ManagementService DeliveryOperational ArtifactsStakeholder Engagement

Tech Stack

Tools & technologies

ITSMPMPServiceNow

About the role

Key responsibilities & impact

Serve as the primary customer success leader and operational relationship owner for assigned Managed Services customers
Maintain understanding of customer objectives, service requirements, stakeholders, initiatives, risks, and opportunities
Build relationships with executive sponsors, business stakeholders, and operational leaders
Align service delivery, governance, and continuous improvement with customer priorities and outcomes
Manage customer expectations through communication, governance, stakeholder engagement, and transparent risk and issue management
Own the overall delivery experience in accordance with contractual commitments and customer expectations
Review, analyze, and communicate SLA performance, service trends, and improvement areas
Lead Monthly Business Reviews, Quarterly Business Reviews, executive governance meetings, and service performance discussions
Manage client-facing change governance processes
Oversee Event Analysis Reports, Root Cause Analyses, and service-impacting event communications
Serve as communication focal point during major incidents and escalations
Drive continuous improvement initiatives
Monitor customer health, identify risks, and develop mitigation plans
Lead escalation management and coordinate cross-functional issue resolution
Facilitate root cause analysis and corrective action planning
Translate operational performance data into business insights and recommendations
Collaborate with support teams, Service Desk, NOC, Security Operations, Solution Architects, Professional Services, Account Executives, Customer Success leaders, and Managed Services staff
Coordinate customer initiatives, projects, integrations, service expansions, and de-integrations
Lead onboarding and integration of customers, services, devices, technologies, and delivery capabilities
Maintain customer-specific ServiceNow documentation, governance records, and operational artifacts
Support delivery teams through knowledge transfer, training, and contextual awareness
Ensure accurate and contract-aligned monthly billing
Verify time-and-materials activities are tracked, documented, and communicated
Partner with sales teams to identify customer value, service enhancement, and account growth opportunities
Support customer retention, renewal readiness, and long-term partnership success
Maintain knowledge of applicable laws, regulations, and Logicalis policies
Ensure adherence to contractual, operational, compliance, and information security requirements
This job has no supervisory responsibilities

Requirements

What you’ll need

Bachelor’s Degree in a related field, or equivalent combination of education and relevant experience may be considered
10 years experience in IT infrastructure management and/or vendor management
3 years in a customer-facing leadership role responsible for strategic relationships and service outcomes
Experience leading executive-level customer engagements and governance programs
Experience leading customer escalations, service improvement initiatives, and organizational change efforts
Exposure or training in ITIL foundations
Proficient use of all Microsoft Office applications
Project Management Professional (PMP) certification
ITIL V3 or more recent version certification
Strong understanding of managed services operations, IT service management principles, and customer governance practices
Ability to translate technical and operational information into business-focused discussions and recommendations
Ability to identify risks, solve complex problems, and drive outcomes through cross-functional teams
Strong analytical, communication, and stakeholder management skills
Executive presence and ability to engage with business and technical leaders
Ability to prioritize competing demands and operate in a fast-paced, customer-focused environment
Ability to interact successfully with all levels of client and IT provider organizations
Ability to constantly sit, talk, see, hear, and use hands and arms; frequently stand, move about, climb steps or balance, stoop, kneel, crouch, or crawl; occasionally lift or move up to 10 pounds

Benefits

Comp & perks

Bonus
Equal Opportunity Employer
Inclusion and belonging valued
Reasonable accommodations for individuals with disabilities