Service Delivery Manager

$77.52k - $90k

Full-time

Logicalis, Inc.

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, Service Desk, NOC, Security Operations, Solution Architects, Professional Services, Account Executives, Customer Success leaders, and Managed Services staff to shape and deliver customer outcomes.
Coordinate major customer initiatives, projects, integrations, service expansions, and de-integrations with appropriate Logicalis teams.
Lead efforts associated with onboarding new customers and integrating new services, devices, technologies, and delivery capabilities into existing customer environments.
Enable service delivery through ownership and maintenance of customer-specific ServiceNow documentation, governance records, and operational artifacts.
Support delivery teams through customer-specific knowledge transfer, training, and contextual awareness.
Financial & Commercial Management
Ensure monthly billing is accurate, complete, and aligned with contractual obligations.
Verify time-and-materials (T&M) activities are properly tracked, documented, and communicated.
Partner with Account Executives and sales teams to identify opportunities for increased customer value, service enhancement, and account growth.
Support customer retention, renewal readiness, and long-term partnership success through proactive engagement and demonstrated value realization.
Compliance & Professional Standards
Maintain working knowledge of applicable federal, state, and local laws, regulations, and Logicalis policies and procedures.
Conduct all activities in a manner consistent with Logicalis values, ethical business practices, and customer service expectations.
Ensure adherence to contractual, operational, compliance, and information security requirements applicable to assigned customers.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience/Technical Requirements/Certification
Education:
Bachelor's Degree in a related field.
Equivalent combination of education and relevant experience may be considered.
Experience / Technical Requirements
10 years experience in IT infrastructure management and/or vendor management; knowledge of IT provider's services and qualifying factors in order to understand how client requirements will affect 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 all Microsoft Office applications.
Certifications
Project Management Professional (PMP).
ITIL V3 or more recent version.
Other Skills and Abilities
Strong understanding of managed services operations, IT service management principles, and customer governance practices.
Ability to translate technical and operational information into business-focused discussions and recommendations.
Demonstrated ability to identify risks, solve complex problems, and drive outcomes through cross-functional teams.
Strong analytical, communication, and stakeholder management skills.
Executive presence and the ability to engage effectively with both business and technical leaders.
Ability to prioritize competing demands and operate successfully in a fast-paced, customer-focused environment.
Ability to interact successfully with all levels of client and IT provider organization.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee isconstantly required to sit,talk, see, hear,and use handsand arms. The employee is frequently required to stand; move about,climb stepsor balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value inclusion and belonging at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.
Salary Compensation Range: $77,517 to $90,000 plus bonus
LogicalisUS Benefits Summary

Apply

Vacancy posted 2 days ago

Similar jobs that could be interesting for youBased on the Service Delivery Manager in Indianapolis, IN vacancy

Client Service Delivery Senior Manager - Infrastructure
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched... .... CSD is a senior leader responsible for the end-to-end delivery of infrastructure managed services across a portfolio of enterprise clients....
Suggested
Full time
Contract work
Work experience placement
For subcontractor
Live in
Work at office
Local area
Night shift
Accenture
Carmel, IN
1 day ago
Manager, Service Delivery Operations
The Manager, Service Delivery Operations lead a multi-disciplined team responsible for ensuring clients are successfully implemented, operationally prepared, and positioned for long-term technology success. This Manager is responsible for establishing operational processes...
Suggested
Full time
Allied Solutions
Carmel, IN
3 days ago
Senior Manager, Learning Operations Managed Services
$171.6k - $338.3k
...skills—our Learning Business Process as a Service (LBPaaS) offering provides enterprises... .... We are seeking a highly driven Senior Manager to lead the growth and expansion of our... ...AI, a global ecosystem of technology and delivery partners, and Deloitte's proprietary accelerators...
Suggested
Local area
Visa sponsorship
Deloitte
Indianapolis, IN
4 days ago
Client Success Manager (MedInsight)
$78.8k - $145.13k
...important healthcare questions. Through our products, education, and services, MedInsight is making an impact on healthcare by helping to... ...on MedInsight analytic solutions for healthcare cost and care management. MedInsight is a subsidiary of Milliman; a global, employee-...
Suggested
Full time
Work experience placement
Remote work
Flexible hours
Milliman
Indianapolis, IN
1 day ago
Customer Success Manager, User Engagement
$98.5k - $172.7k
...Hybrid - 8 days a month in the office (Chicago, Indianapolis, Waltham, Dallas, Philadelphia, Kennesaw)OVERVIEWThe Customer Success Manager, User Engagement is a senior individual contributor position responsible for establishing and managing structured engagement with strategic...
Suggested
Full time
Traineeship
Work at office
Wolters Kluwer
Indianapolis, IN
4 days ago
Customer Success Manager - Healthcare
$98.5k - $172.7k
...Philadelphia, Kennesaw) OVERVIEWThe Customer Success Engagement Manager plays a lead role in managing and driving customer value across... ...that the customer is satisfied with company products or services and may ensure implementation schedules, targets and budgets are...
Full time
Work experience placement
Work at office
Wolters Kluwer
Indianapolis, IN
1 day ago
Employee Success People Consultant Manager - Analytics & Operations
$117.4k - $177.6k
...ES teams including ESBPs, COEs, People Services & Operations (PS&O), Reward Partners and... ...of the ESPC team to achieve objectives.Manage program communications channels and infrastructure... ...and resources for consistent service delivery at scale across a global team....
Full time
Salesforce
Indianapolis, IN
22 hours ago
Director, Field Operations
$183k - $238k
...reliability, and operational performance standards.Partner with Asset Management, Finance, Commercial, and other cross-functional teams to... ...dispersed teams.Experience managing third-party service providers and performance-based contracts.Experience presenting...
Full time
For contractors
Work at office
Remote work
Worldwide
AES
Indianapolis, IN
21 hours ago
Senior Director of Operations - Cincinnati & Indianapolis
$138.28k - $230.48k
...independent home and alternate site infusion services provider in the United States. With over... ...efficient, effective and high quality delivery of services and patient care.Ensures... ...through supply chain/inventory optimization, managing controllable expenses, reducing bad debt...
Full time
Work at office
Local area
Flexible hours
Option Care Health
Carmel, IN
3 days ago
Head of Operations & Business Management
Overview The Business Operations and Execution Manager (BOEM) is a key member of the iMRI commercialization team and is responsible... ...PowerPoint, Visio, and Outlook)Experience with Salesforce CRM and Service NowModel the company standards that others are expected to...
Work at office
Cook Medical
Indianapolis, IN
2 days ago
Head of QA Operations (Assoc Dir level)
$138.6k - $257.4k
...control, engineering, and site leadership to ensure the reliable delivery of innovative therapies to patients who need them most. If you... ...manufacturing and quality operations. Support escalation management, FDA interactions, and commercial product field actions while...
Full time
Novartis
Indianapolis, IN
22 hours ago
Head of Business Operations - Remote
...that must be handled responsibly. For more than 50 years, Arcwood Environmental has helped organizations across the United States manage the byproducts of progress safely and thoughtfully. With deep expertise and innovative waste management technology across a growing...
Price work
Work at office
Remote work
Heritage Environmental Services
Indianapolis, IN
1 day ago
Director - ERP Delivery & Operations (FICO)
...innovation and delivering products and services to prevent and treat disease in farm animals... ...team today!Your Role: Director - ERP Delivery and Operations (FICO) As the Director of... ...landscape, partnering closely with Product Managers and business leaders to ensure our...
Full time
Summer work
Relocation
Flexible hours
Elanco
Indianapolis, IN
2 days ago
Director - Field Operations - Traveling
...locations and serve as master builder for company-wide subject matter resource for construction operations. • Partner with Operations Manager or Self-Perform Manager to coordinate workforce plan and assignments of mega project staff, including Superintendents, Foremen,...
Contract work
For contractors
Work at office
Turner Construction Company
Indianapolis, IN
4 days ago
AIOps & Agentic Operations Advisory Senior Manager
Accenture is a global professional services company with leading capabilities in digital,... .... We are seeking an experienced Senior Manager, AIOps & Agentic Operations Advisory to... ...operations to intelligent, automation-first delivery. This role is built for practitioners...
Full time
Work experience placement
Live in
Work at office
Local area
Night shift
Accenture
Carmel, IN
2 days ago
Operations Manager
...through established company guidelines concerning sales, customer service, and associate education. Ensures the store is a safe workplace... ...shopping experience, while maximizing company profitability by managing the store operations.MAJOR...
Full time
Work at office
Night shift
Floor & Decor
Indianapolis, IN
21 hours ago
Director of Print Operations and Fulfillment
...CompaniesCertified as a Great Place to WorkFortune Best Workplaces in Financial Services & InsuranceDirector of Print Operations and FulfillmentPRIMARY... ..., and vendor relationships. While the position primarily manages a centralized operation, it may require oversight of multiple...
Full time
Temporary work
Work at office
Local area
Flexible hours
Shift work
Sedgwick
Indianapolis, IN
22 hours ago
Utilities Industry Grid Operations Senior Manager
...Are:Accenture is a leading solutions and services company that helps the world’s leading... ...clients modernize how they operate and manage the grid. You understand the critical role... ...experience, functional expertise and global delivery capability. Our broad range of services,...
Full time
Work experience placement
Live in
Work at office
Local area
Accenture
Carmel, IN
1 day ago
Lab Operations Manager
$65.25k - $148.5k
...life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent,... ...Interact with vendors supplying consumables and manage consumable delivery areas in laboratories.Knowledgeable of SMDD capital purchasing...
For contractors
Flexible hours
Eli Lilly and Company
Indianapolis, IN
2 days ago
Customer Success Manager
...manufacturing organization in the food packaging services industry where customer success is at... ...and highly organized Customer Success Manager to serve as a critical link between... ...relationship management while supporting the delivery of high-quality food packaging solutions...
Work at office
Red Envelope Consulting
Carmel, IN
1 day ago
Temporary Operations Associate, Indianapolis
...count matches purchase order/invoice, and resolve discrepancies -Manage inventory and re-shelving of canceled orders -Clean and... ...standards -Ensure accuracy of all food and beverage packaged for delivery -Follow health, safety and sanitation guidelines for all...
Permanent employment
Full time
Temporary work
Flexible hours
Shift work
Night shift
Day shift
Afternoon shift
Gopuff
Indianapolis, IN
22 hours ago
Variable Schedule Operations Associate, Dashmart
$17.4 per hour
...off to Dashers. Inventory and Spoilage Management. Stock receivables and manage inventory,... ...You have experience in grocery, food service, or warehouse operations You’re detail... ...that started by enabling door-to-door delivery, and we are looking for team members who...
Hourly pay
Full time
Part time
Work at office
Local area
Remote work
Flexible hours
Shift work
Night shift
Weekend work
Day shift
Afternoon shift
Doordash Usa
Indianapolis, IN
22 hours ago
Operations Associate (Part-Time) - Fashion Mall at Keystone
...Operations Associate will work closely with the Operations & Visual Management team in initiating, completing work, and providing feedback to... ...stand and move for an entire shift ~ Passion for customer service and delivering exceptional experiences ~ Self-motivated with...
Full time
Part time
Work experience placement
Local area
Shift work
Weekend work
Alo Yoga
Indianapolis, IN
22 hours ago
Operations Associate - Part Time
$18 - $20.5 per hour
...that support an exceptional client experience. From inventory management to visual merchandising, your attention to detail and proactive... ...promotional setups and event execution Deliver exceptional service Support the team in creating outstanding client experiences...
Hourly pay
Full time
Part time
Flexible hours
Shift work
Night shift
Weekend work
Sephora.com
Greenwood, IN
22 hours ago
Operations Associate - Part Time
$18 - $20.5 per hour
...that support an exceptional client experience. From inventory management to visual merchandising, your attention to detail and proactive... ...product knowledge\n * Ability to support outstanding client service\n * Excellent communication and interpersonal skills.\n * Team...
Hourly pay
Full time
Part time
Flexible hours
Shift work
Night shift
Weekend work
Sephora.com
Indianapolis, IN
22 hours ago
Field Operations Supervisor
...excellence in your team. Your ability to coordinate resources, manage subcontractors, and uphold regulatory standards makes you a trusted... ...in delivering safe, efficient, and high-quality environmental services to clients and stakeholders.Essential FunctionsSupervise...
For subcontractor
Live out
August Mack Environmental
Indianapolis, IN
2 days ago
Design Build - Senior Project Operations Manager
$173.08k - $276.47k
...exciting time to join our team of employee-owners. This opportunity entails being responsible for the project’s contract and change management, workplan, project controls and profitable operations of charge order work on medium size Mega projects. Responsibilities include...
Full time
Contract work
For contractors
HNTB Companies
Indianapolis, IN
1 day ago
MFG PLANT OPERATIONS SUPERVISOR
...relying on high degree of concentration and knowledge of the operations process, and provide necessary, daily communication with managers, leads, and all associates- Plan, coordinate and advise department associates of work to be completed each day- Oversee daily set...
Shift work
Kroger
Indianapolis, IN
22 hours ago
Account Operations Manager
...improve patient, member, and business outcomes. Job DescriptionWe are seeking a detail-oriented and client-focused Account Operations Manager (AOM) to own the operational layer of our client relationships within Authenticx's Post-Sales model. This is an execution role...
Work at office
Local area
Immediate start
Remote work
Visa sponsorship
Work visa
Shift work
Authenticx
Indianapolis, IN
2 days ago
Sales + Customer Success Manager
$15k
...Customer Success ManagerWeaver Fundraising has been an industry leader in product fundraising technology and service for over 45 years. The Sales + Customer Success Manager drives Trail's End growth by converting new Scouting Units, onboarding them successfully, and...
Work at office
Flexible hours
Weaver Fundraising
Indianapolis, IN
4 days ago

Do you want to receive more vacancies?

Subscribe and receive similar vacancies to Service Delivery Manager. Be the first to apply!