Managed Services Program Manager

SummaryLogicalis 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 ResponsibilitiesCustomer Leadership & Executive Relationship ManagementServes 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 AccountabilityMaintains 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 ManagementLeads 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 CommunicationOwns 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 wit