Job Description Summary The Service Delivery Manager is a key member of our team responsible for overseeing the delivery of managed services to our clients. A successful candidate will ensure that services are delivered in accordance with established service level agreements (SLAs), act as a customer advocate, and will work closely with internal teams to continuously improve service quality along with customer satisfaction. Essential Duties and Responsibilities * Serves as the primary contact for assigned clients. * Build and maintains strong relationships with clients, understanding their business needs and objectives. * Regularly communicates with clients to provide updates on service delivery and address any concerns or issues. * Monitors service performance against SLAs and take proactive measures to address any deviations. * Conducts regular business and service reviews with clients to assess performance and identify areas of improvement. * Ensures service delivery processes are followed consistently and efficiently. * Collaborates with internal teams, including technical support, operations, and sales to ensure seamless service delivery. * Identifies opportunities to streamline processes and improve efficiency in service delivery. * Implements best practices and methodologies to enhance service quality and customer satisfaction. * Stays informed about industry trends and emerging technologies that may impact service delivery. * Addresses issues of escalations related to service delivery promptly. * Participates in Change Review process for clients ensuring client satisfaction and contractual integrity is maintained. * Enables service delivery by owning Service-Now documentation. * Manages client expectations. * Coordinates major client work efforts with appropriate Logicalis staff. * Leads effort for new client integrations and existing clients' new service and/or device integration or de-integration. * Enables support team through client specific training. * Ensures monthly billing is accurate and time and materials (T&M) efforts are properly tracked. * Provides account team with new opportunities within client accounts. * Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. * Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors. * Supports and conducts self in a manner consistent with client service expectations. * Applies ITIL service management principles to ensure service quality, compliance and operational efficiency. * Helps clients leverage our solutions to drive innovation within their organization. Supervisory Responsibilities This job has no supervisory responsibilities. Qualifications To perform this job successfully, an individual should 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 and/or Experience Equivalent combination accepted. Education: * Bachelor's Degree in a related field. Experience / Technical Requirements * 5 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. * Exposure or training in ITIL foundations. * Proficient use of all Microsoft Office applications. Certifications * Project Management Professional (PMP). Other Skills and Abilities * Reasonable technical understanding and ability to translate technical requirements and specifications into easily understood business concepts and vice versa. * Ability to provide continu