Strategic Service Delivery Leader for Managed Services

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

Job summary

Logicalis, Inc. seeks a Service Delivery Manager to lead customer success for Managed Services clients in the United States. You will own service performance, governance, and ongoing value delivery, building executive sponsorship and driving health and outcomes.

You will manage SLAs, lead MBRs/QBRs, oversee change governance, and coordinate cross-functional teams to ensure contractual commitments are met and value realization is achieved.

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.
• Exposure or training in ITIL foundations.
• Proficient use of all Microsoft Office applications.
• PMP certification and ITIL v3 or newer are preferred.

Responsibilities

• Serve as the primary operational relationship owner and trusted partner for assigned Managed Services customers, maintaining a deep understanding of customer business objectives.
• Build and maintain strong relationships with executive sponsors, business stakeholders, and operational leaders to foster alignment and trust.
• Own the overall delivery experience for assigned customers, ensuring services meet contractual commitments and expectations.
• Lead and manage Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with executive governance.
• Manage client-facing change governance, ensuring satisfaction and contractual integrity.
• Drive continuous improvement initiatives based on performance and customer feedback.

Skills

Executive presence

Stakeholder management

Governance

ITIL foundations

Analytical skills

Communication

Education

Bachelor's Degree in a related field

Tools

Microsoft Office

Job description

Logicalis, Inc. seeks a Service Delivery Manager to lead customer success for Managed Services clients in the United States. You will own service performance, governance, and ongoing value delivery, building executive sponsorship and driving health and outcomes.

You will manage SLAs, lead MBRs/QBRs, oversee change governance, and coordinate cross-functional teams to ensure contractual commitments are met and value realization is achieved.