[Remote] Managed Services Program Manager

Note: The job is a remote job and is open to candidates in USA. Logicalis is seeking a Program Manager to lead strategic managed services customer programs. The role serves as the primary operational interface, coordinating service delivery, governance, escalations, risk management, executive communication, and cross-functional alignment across Logicalis teams.

Responsibilities

• 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
• 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
• 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
• 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
• 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

Skills

• Equivalent combination accepted
• Bachelor's Degree in a related field
• 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
• PMP, ITIL or similar program/service management credentials
• 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
• 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

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