Open app
Sign up to access all features of our service.
  • Job search
  • Favorites
  • Create a CV
    New
  • Salaries
  • Subscriptions

Service Delivery Manager

$77.52k - $90k
Full-time

Logicalis, Inc.

Indianapolis, IN
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 4 days ago
Similar jobs that could be interesting for youBased on the Service Delivery Manager in Indianapolis, IN vacancy
  • Service Delivery Manager - Hosting Infrastructure for R&D

    $108.4k - $201.2k

     ...come. Join Roche, where every voice matters.The PositionService Delivery Manager - Hosting Infrastructure for R&DAt Roche, scientific...  ...scientific research and enterprise-scale platform engineering. As the Service Delivery Manager for the Research and Development (R&D)... 
    Suggested
    Full time
    Local area

    Roche

    Indianapolis, IN
    2 days ago
  • Service Delivery Manager

    $77.52k - $90k

     ...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... 
    Suggested
    Full time
    Work at office
    Local area
    Night shift

    Logicalis, Inc.

    Indianapolis, IN
    4 days ago
  • 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
  • Payroll Tax Operations and Services Lead - SelectTime

    $46 - $62 per hour

     ...About SelectTime  SelectTime employees provide virtual expert services directly to Intuit’s customers, working year-round with...  ...the primary backup facilitator for Daily Stand-Ups when the M1 manager is unavailable. Maintain total mastery of the daily business... 
    Suggested
    Hourly pay
    Local area
    Flexible hours

    Intuit

    Indianapolis, IN
    19 hours 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... 
    Suggested
    Full time
    Work experience placement
    Work at office

    Wolters Kluwer

    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... 
    Full time
    Traineeship
    Work at office

    Wolters Kluwer

    Indianapolis, IN
    3 days ago
  • Head of Operations Management (m/w/d)
     ...Indianapolis area is seeking a Warehouse Distribution Project Manager to support existing warehouse operations and inventory control....  ...coordinating with supply vendors to ensure timely and accurate delivery while identifying and driving continuous improvement initiatives... 
    Full time
    Work experience placement
    Work at office

    Insight Global

    Indianapolis, IN
    3 days ago
  • Head of Operations & Business Management

    $72k - $100k

     ...Labor, Expense & Sustainability Manager Full Time Direct Placement Onsite Indianapolis, IN (In Corporate Office 70% + In Store 30%) Salary Range: $72k-100K + Up to $15,000 in Bonus Pontential Supporting a Leading Grocery Retail Organization Our client, a... 
    Full time
    Work at office

    Calculated Hire

    Indianapolis, IN
    3 days ago
  • Head of Operations
     ...quality, and ensure timely, accurate order delivery to customers and partners. The Head of...  .... Daily responsibilities include managing budgets and resource allocation, analyzing...  ...plans, and coordinating with vendors and service providers to support reliable operations... 
    Full time
    Remote work
    Shift work

    Sili Life Holding LLC DBA Sili Pint

    Indianapolis, IN
    3 days 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
    1 day ago
  • Enterprise Client Success Manager
     ...between Staffmark Group and national account clients. You will bridge strategic goals with local operating excellence, ensuring service delivery, workforce compliance and a high-quality experience for clients and placed associates. Your day-to-day leadership includes... 
    Local area

    Staffmark Group

    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
    1 day 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
    1 day 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
  • 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
    14 hours ago
  • Senior Customer Success Manager

    $250k

     ...Overview: The Senior Customer Success Manager (Sr. CSM) is a key member of Exostar’s...  ...Solutions Consulting, Onboarding, Professional Services, Product, Support, and Operations. You...  .... Collaborate with services delivery teams to ensure successful execution of... 
    Remote work
    Flexible hours

    Exostar

    Indianapolis, IN
    1 day ago
  • Customer Success Manager III

    $61.8k - $75k

     ...customers' desired outcomes and working with them to ensure they experience the most value possible along the way. As a Customer Success Manager (CSM) at Renaissance, you are a part of the teacher and administrator journey through onboarding, nurturing, and renewal. The goal... 
    For contractors
    Local area
    Remote work
    Worldwide
    Work visa
    Flexible hours

    Renaissance Services

    Indianapolis, IN
    5 days ago
  • Customer Success Manager

    $75k - $80k

     ...Company, provides information security services for campus-based organizations including...  ...compliance services. The Customer Success Manager (CSM) is responsible for owning the...  ...relationships. Coordinate cross‑functional delivery with internal teams to ensure timely,... 
    Full time
    Temporary work
    Local area
    Remote work

    Nelnet

    Indianapolis, IN
    4 days ago
  • Customer Success Manager

    $75k - $90k

     ...Description Customer Success Manager - Fleet Partner Program Wiers Fleet Partners | Remote Available | Full Time | $75k -90k...  ...Wiers is a family-owned, fast-growing company that operates Mobile Service, Fleet Partner Service Centers, and International Truck... 
    Full time
    Temporary work
    Work at office
    Remote work

    Wiers Fleet Partners, Inc.

    Carmel, IN
    3 days ago
  • Enterprise Customer Success Manager

    $123.88k - $202.07k

     .... Job Summary As an Identity Enterprise Customer Success Manager at Palo Alto Networks, you will use your skillset to build key...  ...with all customers and drive continued value of our products and services. Partner with IDIRA Account Team (Account Executives,... 
    Contract work
    Work experience placement
    Remote work
    Visa sponsorship
    Work visa

    Palo Alto Networks

    Indianapolis, IN
    1 day 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
    a month ago
  • Operations Associate
     ...Apply Today! About AdaptHealth At AdaptHealth we offer full-service home medical equipment and related services that empower...  ...operational performance Meet quality and performance metrics while managing multiple priorities Perform patient assessments and follow-... 
    Full time
    Temporary work
    Work experience placement
    Work at office
    Flexible hours

    Adapthealth

    Greenwood, IN
    5 days ago
  • Operations Associate
     ...comprehensive range of grain, agronomy, feed, and energy products and services. But what sets us apart is how we do it: with integrity, with...  ...and bin capacity Maintain grain quality during storage by managing aeration fans and monitoring for mold or insects Move or... 
    Full time
    Relocation package

    Frontier Cooperative

    Greenwood, IN
    more than 2 months 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
    more than 2 months 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
    more than 2 months ago
  • Retired Lives Repetitive Payments Operations Associate
     ...lives! Job Summary This role exists to provide administrative services to participants and beneficiaries receiving reoccurring...  ...beneficiaries, and internal partners. Process tasks related to managing a participant’s records, this includes basic data updates (address... 
    Full time
    Work experience placement
    Work at office
    Local area
    Remote work
    Work from home
    Flexible hours

    Preparing For The Future

    Indianapolis, IN
    more than 2 months ago
  • Head of Operations & Business Management
     ...onboarding, training, development, performance management, and offboarding. Lead daily operations to achieve safety, quality, delivery, cost, productivity, and people objectives...  ...high-quality solutions, technologies and services which are making our customers more... 
    Permanent employment
    Shift work
    Day shift

    Linde Plc

    Indianapolis, IN
    4 days ago
  • Head of Operations & Business Management
     ...daily business requirements with efficiency and high quality. Manage and coordinate multiple processes across all functional areas...  ...Materials Handling, Inc., designs, engineers, manufactures, sells and services a comprehensive line of lift trucks, aftermarket parts and... 
    Hourly pay
    Full time
    Shift work
    Afternoon shift

    Hyster-Yale

    Indianapolis, IN
    1 day ago
  • Head of Operations & Business Management
     ...roll-off (industrial) and/or container delivery and pick up) in a geographically dispersed...  ...helpers and works with the Operations Manager and General Manager to implement tactical...  ...employees. Customer Experience Provide service to all customers that meets or exceeds... 
    Contract work
    Temporary work
    Local area

    Republic Services

    Indianapolis, IN
    5 days ago
  • Director of Operations
     ...financial objectives, and consistently provide best in class service to all guests. Essential Job Functions (Key Tasks and Responsibilities...  ...• Provide day-to-day leadership to and oversight of the management of all restaurants within the Prime Hospitality Group that... 
    Hourly pay
    Contract work
    Temporary work
    Local area
    Weekend work
    Afternoon shift

    Prime Hospitality Group , LLC

    Indianapolis, IN
    2 days ago

Do you want to receive more vacancies?

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

Related searches