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, an