Senior Service Delivery & Customer Success Manager

Logicalis, Inc.; Indianapolis (IN); On-site; USD 78,000 - 90,000; Full time

Job summary

Logicalis, Inc. in Indianapolis seeks a Service Delivery Manager to lead customer success for Managed Services. You will own service performance, governance, billing, and ongoing value realization through executive-level engagement.

You will drive continuous improvement, coordinate cross-functional teams, manage SLAs, and lead MBRS/QBRs, incident communications, and change governance to ensure client outcomes and renewals.

Qualifications

• 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.

Responsibilities

• Serve as the primary operational relationship owner and trusted partner for assigned Managed Services customers.
• Build and maintain relationships with executive sponsors, business stakeholders, and operational leaders.
• Align service delivery, governance activities, and continuous improvement with customer priorities.
• Own the delivery experience and ensure services meet contractual commitments and expectations.
• Lead MBRs, QBRs, executive governance meetings, and service performance discussions.
• Oversee incident communications, RCAs, and service-impacting events.

Skills

Executive presence

Stakeholder management

Governance programs

Executive-level engagement

Communication skills

Education

Bachelor's Degree in related field

Equivalent combination of education and experience

Tools

Microsoft Office

Job description

Logicalis, Inc. in Indianapolis seeks a Service Delivery Manager to lead customer success for Managed Services. You will own service performance, governance, billing, and ongoing value realization through executive-level engagement.

You will drive continuous improvement, coordinate cross-functional teams, manage SLAs, and lead MBRS/QBRs, incident communications, and change governance to ensure client outcomes and renewals.