Managed Services Program Manager

Job description

Summary Logicalis is seeking a Program Manager to provide leadership for one or more strategic managed services customers. This role serves as the primary operational interface for assigned customer programs and is accountable for service delivery coordination, customer governance, escalation management, risk management, and cross-functional alignment across all Logicalis service groups supporting those engagements. The successful candidate will be an experienced program leader with exceptional problem-solving, relationship-building, and executive communication skills. This individual will manage escalations, translate customer concerns into productive internal action, and ensure governance processes and service commitments are consistently achieved. The role requires strong judgment and business acumen but does not require deep technical expertise, as technical strategy and solution design are supported by dedicated architecture and engineering resources. Depending on customer complexity, scope, and business needs, the Program Manager may be assigned responsibility for a single strategic customer or a portfolio of managed services customers. Essential Duties and Responsibilities Customer Leadership & Executive Relationship Management Serves as the primary operational interface for assigned customer programs and act as the central point of accountability for service delivery outcomes. Builds and maintains trusted relationships with customer executives, operational stakeholders, and key business partners across assigned customer programs. Acts as a trusted advisor by understanding customer priorities, anticipating concerns, and ensuring effective communication between the customer and Logicalis. Absorbs, filters, and appropriately communicates customer concerns while maintaining a professional, solutions-oriented approach. Represents Logicalis with executive presence, sound judgment, and the ability to navigate complex and sometimes emotionally charged situations. Program Governance, Risk Management & Service Delivery Accountability Maintains accountability for the successful delivery of all contracted services across all Logicalis service groups supporting assigned customer programs. Ensures adherence to governance processes, service review cadences, escalation protocols, and operational commitments. Coordinates activities across Service Delivery, Engineering, Security, Project Management, Support, Sales, Finance, and other internal teams to ensure alignment to customer objectives and service commitments. Proactively identifies operational, service delivery, and customer satisfaction risks and ensure mitigation plans are developed and executed. Drives continuous improvement by identifying process gaps, recurring service issues, and opportunities to improve the customer experience. Tracks and oversees key risks, decisions, dependencies, action items, and commitments to ensure timely resolution and accountability. Ensures Logicalis presents a coordinated, consistent, and accountable customer experience across all teams supporting assigned customer programs. Escalation & Problem Management Leads escalation management activities, including intake, triage, stakeholder coordination, customer communication, and resolution oversight. Serves as the first line of defense for customer issues and ensure appropriate engagement of internal resources. Applies strong problem management discipline to identify root causes, establish corrective actions, and prevent recurring issues. Creates alignment between customer expectations and internal delivery realities while preserving strong relationships on both sides. Communicates risks, impacts, decisions, and resolution plans clearly to customer stakeholders and internal leadership. Business Reviews & Executive Communication Owns the planning, preparation, coordination, and facilitation of monthly, quarterly, and annual business reviews for assigned customer programs. Ensures business reviews accurately reflect service performance, customer priorities, key accomplishments, open actions, risks, and improvement plans. Partners with internal stakeholders to gather inputs, develop messaging, and prepare executive-level presentations and communications. Translates complex operational discussions into concise, executive-ready communications that support informed decision-making. Maintains ongoing communication with internal Sales, Engineering, Service Delivery, and Finance teams regarding material customer issues, risks, priorities, and strategic initiatives. General 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 customer service expectations. 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/Experience/Technical Requirements/Certifications Equivalent combination accepted. Education: Bachelor’s Degree in a related field. Experience / Technical Requirements 7+ years of experience in program management, managed services, IT outsourcing, customer success, service delivery, client operations, or a related customer-facing leadership role. Demonstrated success managing complex enterprise customer relationships in a high-touch environment. Strong program management skills, including issue tracking, governance discipline, stakeholder coordination, risk management, and action-item accountability. Exceptional communication skills, including the ability to communicate effectively with customer executives, operational leaders, internal leadership, engineers, sales teams, and finance stakeholders. Proven ability to manage escalations, navigate emotionally charged situations, and translate conflict into productive, structured action. Strong judgment, executive presence, and ability to influence outcomes without direct authority in a matrixed organization. Ability to understand technical concepts well enough to coordinate the right resources and communicate status, without being the technical owner. Certifications PMP, ITIL or similar program/service management credentials. Other Skills and Abilities Experience supporting large enterprise or strategic managed services accounts. Experience operating within ITIL-based service management practices, including incident, problem, change, and service review processes. Background in managed services, infrastructure, cloud, cybersecurity, networking, data center operations, or outsourced IT environments. Experience facilitating executive business reviews, service governance forums, and customer escalation meetings. Physical Demands The physical demands described here are representative of those that should 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 is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds. The above statement