Strategic Service Delivery & Customer Success Lead

Logicalis, Inc.

Topeka (KS)

On-site

USD 78,000 - 90,000

Full time

9 days ago

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Job summary

Logicalis, Inc. is seeking a Service Delivery Manager to lead the service delivery for Managed Services clients. You will own the customer relationship, govern service performance, and drive value realization by aligning delivery with business outcomes.

You will lead MBRs/QBRs, manage escalations, and coordinate cross-functional teams to ensure outcomes meet contractual commitments and customer expectations. Strong ITIL knowledge and executive communication are essential.

Qualifications

Bachelor's degree in a related field; equivalent combination of education and relevant experience may be considered.
10 years experience in IT infrastructure management and/or vendor management; knowledge of IT provider's services and factors affecting delivery.
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 Microsoft Office applications.

Responsibilities

Serve as the primary operational relationship owner for assigned Managed Services customers.
Lead executive governance meetings (MBRs, QBRs) and service performance discussions.
Own the overall delivery experience and ensure contractual commitments are met.
Manage change governance processes and incident communications.
Coordinate with cross-functional teams to shape and deliver customer outcomes.
Translate performance data into business insights and recommendations.