Elite Client Delivery Manager

About this role

Summary
The Elite Client Delivery Manager serves as the strategic and operational customer leader for assigned Overwatch Elite clients. The role owns the customer relationship and end-to-end delivery experience, aligning services with client priorities, expectations, and desired outcomes. Through disciplined governance, problem management, and cross-functional leadership, the role drives service quality, customer confidence, continuous improvement, and value realization.
Essential Duties and Responsibilities
Customer Obsession and Strategic Relationship Management

• Serves as the primary owner of the operational customer relationship, building trust with executive, business, and technical stakeholders.

• Maintains a thorough understanding of each client’s business objectives, strategic priorities, expectations, and success measures.

• Champions a customer-first approach, evaluating delivery decisions through the lens of customer outcomes, business value, and experience.

• Proactively manages expectations, risks, concerns, commitments, and feedback to strengthen customer confidence and remove friction.

• Partners with Customer Success, Account Executives, and Delivery leaders to improve customer health, retention, and value realization.

Client Delivery, Governance, and Value

• Owns the end-to-end delivery experience, ensuring services align with contractual commitments, client expectations, and desired outcomes.

• Leads customer governance and service reviews that connect SLA performance, operational trends, risks, sentiment, and improvement actions to client priorities.

• Drives accountability for customer commitments, service requests, action items, and operational deliverables.

• Ensures delivery teams understand the client’s business context and success measures, not only technical requirements.

• Identifies opportunities to improve service quality, responsiveness, adoption, and the value clients receive from Overwatch Elite.

Onboarding and Adaptive Burn-In

• Leads client onboarding and the 90-day adaptive burn-in process.

• Maintains onboarding plans, milestones, dependencies, risks, and stakeholder communications.

• Validates operational readiness, including monitoring, documentation, support processes, escalation procedures, and stakeholder alignment.

• Removes barriers and transition clients successfully into steady-state operations.

Major Incident, Escalation, and Problem Management

• Serves as the client-facing leader during Priority 1 (P1) incidents, significant service-impacting events, and escalations.

• Coordinates technical teams, leaders, vendors, and third parties through resolution while providing timely, accurate, and transparent client communication.

• Owns problem management for assigned clients, including analysis and resolution of recurring or systemic service issues.

• Leads post-incident reviews and root cause analysis, ensuring corrective and preventive actions address underlying causes and are completed.

• Analyzes incident and escalation trends to identify systemic improvements and prevent recurring customer friction.

Cross-Functional Leadership

• Orchestrates engineering, architecture, Service Desk, Security Operations, Professional Services, Customer Success, Account Executive, and Managed Services resources around customer priorities.

• Establishes clear ownership and accountability across teams supporting the customer.

• Maintains accurate customer documentation, operational records, service procedures, and governance artifacts.

• Supports service expansions, integrations, migrations, and operational improvements.

Compliance and Professional Standards

• Performs all responsibilities in accordance with contractual, legal, security, and Logicalis requirements.

• Protects the confidentiality and security of client information.

• Demonstrates behavior consistent with Logicalis values, customer obsession, transparency, and extreme ownership.

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 direct supervisory responsibilities but requires leadership and influence across cross-functional teams.
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 or an equivalent combination of education and relevant experience.

Experience / Technical Requirements

• 3+ years of experience in managed services, IT operations, infrastructure services, service delivery, technical account management, consulting, or a related client-facing technology role.

• Experience owning strategic customer relationships, leading governance discussions, and aligning service delivery with customer priorities and outcomes.

• Experience coordinating cross-functional technical teams and managing critical incidents, escalations, and recurring service problems.

• Working knowledge of incident, problem, change, request, escalation, and service-level management.

• Ability to apply practical, risk-based controls in a flexible, high-accountability model without relying on rigid or process-heavy frameworks.

• Experience with Kaseya and Autotask PSA is a…