Service Delivery Manager

Logicalis GmbH

. Serve as the primary operational relationship owner and trusted partner for assigned Managed Services customers .

Posted 9/23/2026full-timeRemote • United StatesSeniorLead💰 $77,517 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer relationships and service delivery within Managed Services, ensuring alignment with customer objectives and operational excellence. Proficient in risk management, stakeholder engagement, and continuous improvement initiatives to drive customer satisfaction and service outcomes.

Highest-signal resume keywords

IT Infrastructure ManagementVendor ManagementCustomer-Facing LeadershipProject Management Professional (PMP)ITIL V3 Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Level Agreement (SLA) Performance AnalysisRoot Cause AnalysisChange Governance ManagementOperational Performance Data TranslationServiceNow Documentation Management

Soft Skills

Stakeholder ManagementAnalytical SkillsCommunication SkillsProblem-Solving SkillsExecutive Presence

Tools & Technologies

Microsoft Office ApplicationsServiceNow

Certifications & Qualifications

Project Management Professional (PMP)ITIL V3 Certification

Industry Keywords

Managed Services OperationsIT Service Management PrinciplesCustomer Governance PracticesContinuous Improvement InitiativesCustomer Retention

Tech Stack

Tools & technologies

ITSMPMPServiceNow

About the role

Key responsibilities & impact

Serve as the primary operational relationship owner and trusted partner for assigned Managed Services customers
Maintain understanding of customer objectives, service requirements, stakeholder dynamics, strategic initiatives, risks, and opportunities
Build and maintain relationships with executive sponsors, business stakeholders, and operational leaders
Align service delivery, governance, and continuous improvement efforts to customer priorities and outcomes
Manage customer expectations through proactive communication, service governance, stakeholder engagement, and transparent risk and issue management
Own the overall delivery experience, ensuring services meet 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 the primary communication focal point during major incidents and escalations
Drive continuous improvement initiatives based on service performance, customer feedback, and operational trends
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, opportunities, and recommendations
Collaborate with support, Service Desk, NOC, Security Operations, Solution Architects, Professional Services, Account Executives, Customer Success, and Managed Services teams
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 customer-specific knowledge transfer, training, and contextual awareness
Ensure monthly billing is accurate, complete, and contractually aligned
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 company policies
Ensure adherence to contractual, operational, compliance, and information security requirements

Requirements

What you’ll need

Bachelor’s Degree in a related field; equivalent combination of education and relevant experience may be considered
10 years of 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
Demonstrated 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 effectively with business and technical leaders
Ability to prioritize competing demands and operate successfully in a fast-paced, customer-focused environment
Ability to interact successfully with all levels of client and IT provider organization
Ability to meet the stated physical demands, including occasional lifting of up to 10 pounds