We help our customers navigate change to maximise their technology investments in this fast-moving, ever-changing rollercoaster of a digital world.
As Architects of Change, we use our industry knowledge and technical expertise to bring our customers' visions to life and accelerate their business transformation goals.
Digital transformation is a journey, not a destination – and we're in it for the long haul with our customers.
Like all great architects, we are natural problem solvers.
We use our experience to create roadmaps and build strategic solutions that unlock new possibilities and contribute to ongoing, long-term success.
We're part of the Logicalis Group, one of only five Cisco Global Gold Partners.
Headquartered in the UK and with an international team of over **** people, our operations extend from Europe to the Americas, Africa and Asia.
Role Purpose
As a Service Delivery Manager, you will be responsible for driving the smooth delivery of Logicalis' Managed Services to an assigned portfolio of customers.
The SDM is the voice of the customer, ensuring that Logicalis services meet customer operational and commercial expectations.
The SDM will also be asked to work closely with the wider team of Service Delivery Managers.
To be the trusted advisor for the customer, act as the conduit between the customer and Logicalis.
The focus of the SDM should be to continually develop the relationship between the customer and Logicalis, understand their desired business outcomes and help ensure that Logicalis are consistently delivering value
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Responsibilities
Act as the primary service focal point for assigned customers, ensuring clear, transparent, and accountable communication across the service relationship.
Manage customer expectations and ensure services consistently meet agreed quality, performance, and contractual commitments through proactive oversight.
Maintain services that are fit for purpose and value-driven, actively shaping and responding to customer perceptions, feedback, and satisfaction insights.
Leverage Logicalis' people, processes, and technology to deliver enhanced service experiences, continual improvements, and measurable service performance.
Drive service performance through structured service reviews, effective reporting, service measurement, SLA/SLO tracking, and ongoing customer satisfaction monitoring.
Provide governance across operational processes and support commercial success by overseeing transitions into service, managing escalations, and leading Continuous Service Improvement Plans (CSIPs).
Knowledge and Experience
Minimum 5 years' experience of IT Service Delivery or IT Service Delivery Management, preferably within a Managed Service Provider organisation
Must have worked in a managed service environment Project Management / Sales Account Management / Technical experience also relevant.
Strong attention to detail and accuracy
Demonstrable knowledge of ITIL essential, minimum of Foundation level certification preferable.
Strong verbal and written communication skills
Have enough gravitas to engage at all levels of senior management, whilst being able to work well across all multiple business functions, both internally and externally
Adept at negotiating outcomes with customers, able to both advocate on behalf of the customer whilst representing the Logicalis organisation
Broad technical awareness across technology services, including but not limited to, cloud, datacentre infrastructures, networking, and other areas relevant to the Logicalis offerings
Measures of Success
Demonstrate contribution to structured service and account reviews, showcasing clear reporting, SLA/SLO insight, and value-driven service discussions.
Ability to clearly articulate Logicalis' strategy and align service delivery activities with pre-sales and Solution Unit teams to enhance customer outcomes.
Consistent and accurate application of contractual commitments and entitlements within day-to-day service governance and customer communication.
Evidence of measurable continual service improvement, informed by service performance data, trend analysis, and customer satisfaction insights.
Strong, confident executive-level communication, enabling effective advocacy for customers and influence across internal and external stakeholders.
Healthy, collaborative relationships sustained with customers and internal support teams, reinforcing a trusted partnership and smooth service operations.
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