Customer Success & Service Delivery Lead

Logicalis GmbH; United States; On-site; USD 78,000 - 90,000; Full time

Job summary

Logicalis GmbH is seeking a Service Delivery Manager to lead the customer success and governance for managed services clients in the US. You will own service delivery, drive executive engagements, and oversee billing, incident communications, and continuous improvement.

The role requires 10 years in IT delivery or vendor management with strong ITIL knowledge and stakeholder management, plus a PMP/ITIL certification and strong communication skills.

Qualifications

• Bachelor’s Degree in a related field, or equivalent experience.
• 10 years IT infrastructure management experience.
• 3 years in a customer-facing leadership role responsible for strategic relationships and service outcomes.

Responsibilities

• Serve as the primary operational relationship owner for assigned Managed Services customers, understanding business objectives and governance.
• Lead SLA performance reviews, MBRS/QBRs, executive governance meetings and service performance discussions.
• Monitor customer health, identify risks, and develop mitigation plans; manage escalations and root cause analyses.
• Coordinate cross-functional delivery with support, NOC, Solution Architects, and sales to deliver outcomes.
• Ensure accurate monthly billing and identify opportunities for service enhancement and growth.
• Maintain compliance with applicable policies and standards and ensure professional service delivery.

Skills

Executive presence

Stakeholder management

Communication

Analytical thinking

Problem solving

Education

Bachelor’s Degree in related field

Tools

ITIL foundations

Microsoft Office

Job description

Logicalis GmbH is seeking a Service Delivery Manager to lead the customer success and governance for managed services clients in the US. You will own service delivery, drive executive engagements, and oversee billing, incident communications, and continuous improvement.

The role requires 10 years in IT delivery or vendor management with strong ITIL knowledge and stakeholder management, plus a PMP/ITIL certification and strong communication skills.