Service Delivery Manager

Summary     The Service Delivery Manager   (“SDM”)   serves as the primary customer success leader for assigned Managed Services clients. Responsible for service performance, billing, governance, and continuous improvement, the SDM translates operational delivery into meaningful business outcomes by fostering executive relationships, proactively managing customer health, and ensuring customers realize maximum value from their partnership with Logicalis.   Essential Duties and Responsibilities   Customer Success & Relationship Management   Serve as the primary operational relationship owner and trusted partner for assigned Managed Services customers,   maintaining   a deep understanding of customer business   objectives , service requirements, stakeholder dynamics, strategic initiatives, risks, and opportunities.    Build and   maintain   strong relationships with executive sponsors, business stakeholders, and operational leaders to foster alignment, trust, and long-term partnership success.    Align service delivery, governance activities, and continuous improvement efforts to customer priorities, business   objectives , and desired outcomes.    Manage customer expectations through proactive communication, effective service governance, stakeholder engagement, and transparent management of risks, issues, and service performance.   Service Delivery Leadership & Governance   Own the overall delivery experience for assigned customers, ensuring services are delivered   in accordance with   contractual commitments and customer expectations.   Review, analyze, and communicate Service Level Agreement (SLA) performance, service trends, and areas requiring improvement.   Lead and manage   Monthly   Business Reviews (MBRs), Quarterly Business Reviews (QBRs), executive governance meetings, and service performance discussions.   Manage client-facing change governance processes, ensuring customer satisfaction, communication, and contractual integrity are   maintained .   Oversee execution and delivery of Event Analysis Reports, Root Cause Analyses (RCAs), and other service-impacting event communications.   Serve as the primary communication focal point during major service-impacting incidents and escalations.   Drive continuous improvement initiatives based on service performance, customer feedback, and operational trends.   Customer Health, Risk & Escalation Management   Proactively   monitor   customer health,   identify   risks, and develop mitigation plans.   Lead customer escalation management efforts, coordinating cross-functional teams through issue resolution and communication.   Facilitate root cause analysis and corrective action planning following major incidents or recurring service issues.   Translate operational performance data into meaningful business insights, opportunities, and recommendations.   Cross-Functional Service Coordination   Collaborate with Logicalis support teams,…