Managed Services Program Manager

Logicalis, Inc. • Troy, MI • 1h ago

SummarynnLogicalis 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.nnThe 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.nnDepending 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.nnEssential Duties and ResponsibilitiesnnCustomer Leadership & Executive Relationship Managementnn Serves as the primary operational interface for assigned customer programs and act as the central point of accountability for service delivery outcomes.nn Builds and maintains trusted relationships with customer executives, operational stakeholders, and key business partners across assigned customer programs.nn Acts as a trusted advisor by understanding customer priorities, anticipating concerns, and ensuring effective communication between the customer and Logicalis.nn Absorbs, filters, and appropriately communicates customer concerns while maintaining a professional, solutions-oriented approach.nn Represents Logicalis with executive presence, sound judgment, and the ability to navigate complex and sometimes emotionally charged situations.nnProgram Governance, Risk Management & Service Delivery Accountabilitynn Maintains accountability for the successful delivery of all contracted services across all Logicalis service groups supporting assigned customer programs.nn Ensures adherence to governance processes, service review cadences, escalation protocols, and operational commitments.nn 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.nn Proactively identifies operational, service delivery, and customer satisfaction risks and ensure mitigation plans are developed and executed.nn Drives continuous improvement by identifying process gaps, recurring service issues, and opportunities to improve the customer experience.nn Tracks and oversees key risks, decisions, dependencies, action items, and commitments to ensure timely resolution and accountability.nn Ensures Logicalis presents a coordinated, consistent, and accountable customer experience across all teams supporting assigned customer programs.nnEscalation & Problem Managementnn Leads escalation management activities, including intake, triage, stakeholder coordination, customer communication, and resolution oversight.nn Serves as the first line of defense for customer issues and ensure appropriate engagement of internal resources.nn Applies strong problem management discipline to identify root causes, establish corrective actions, and prevent recurring issues.nn Creates alignment between customer expectations and internal delivery realities while preserving strong relationships on both sides.nn Communicates risks, impacts, decisions, and resolution plans clearly to customer stakeholders and internal leadership.nnBusiness Reviews & Executive Communicationnn Owns the planning, preparation, coordinat

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