{"id":668903,"url":"https://alion.io/job/logicalis-us-service-delivery-manager","title":"Service Delivery Manager","company":{"id":179520,"name":"Logicalis","domain":"logicalis.com","url":"https://alion.io/company/logicalis-us","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":19,"ghost_share":0,"stale_share":0.632,"repost_share":0,"time_to_fill_p50_days":55,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ağrı, Turkey"],"countries":["TR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":103000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":16},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-09-10T22:12:27Z","employer_posted_date":"2026-09-10","last_verified_at":"2026-10-30T17:08:01Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":49},"description":"About Us\nAt Logicalis Asia Pacific, this is where you belong, grow, and thrive - at one of APAC's leading AI-driven technology integrators.\nAs the Architects of Change™, we combine global expertise with local insight to help organisations accelerate their journey toward becoming AI-ready enterprises. With 7,000+ professionals across 30 territories and more than 10,000 clients worldwide, we deliver lifecycle services across cloud, connectivity, collaboration, cybersecurity, and managed services - providing real-time visibility and intelligence across our clients' digital ecosystems.\nYou'll belong as part of a collaborative regional team embedded within a global organisation. You'll grow through hands-on experience with the world's leading technology partners, supported by investment in certifications, consulting capability, and cross-border opportunity. And you'll thrive in a culture built on inclusion, trust, and continuous improvement.\nLogicalis is proud to be a Great Place to Work® Certified™ organisation across multiple APAC markets - because the commitment we bring to our clients belongs equally to our people.\nJoin us and help shape the future of technology across APAC.\nJob Responsibilities:\nYour most important and measurable responsibility will be achieving committed SLAs, Operational Efficiency & CSAT/NPS\n\nOwn the Customer Support process, driving quick resolution to customer-impacting issues. Maintain and develop a team of competent and technically talented problem solvers who can work independently and collaboratively with other functional groups.\n\nEstablish and adhere to customer support case management practices, including meeting defined SLAs.\n\nDay-to-day customer support operations and team management, including overseeing and maintaining the Customer Support team's quality and direction.\n\nWork toward Service Desk or ISO related Certifications\n\nDevelop and keep a well-organized team to effectively support business objectives while maintaining a highly productive work environment.\n\nAnalyse, implement improvement and report on support metrics, business impact, customer impact, and team performance.\n\nOwn escalated support issues; support metrics, including 1st response time, customer satisfaction, resolution time, and more.\n\nIdentify technical issues and communicate them internally and externally. Create and maintain internal documentation (KEDB, KMDB) to help determine the appropriate actions and responses.\n\nEnsure service levels are always maintained and continuously seek ways to improve the delivery of customer support. Evolve critical processes across the teams to scale and drive customer value\n\nDevelop and focus on continuous improvement and evolution of support offerings. Implement systems and processes designed to enable scale and support excellence\n\nBuild Support career framework to enhance the team's focus on personnel development\n\nProvide senior management with regular status reports and alert management of any problems or potential service problems, as appropriate.\n\nRequired Traits:\nObsessed with Customer Satisfaction & Service Quality.\n\nIndependent and self-motivated to drive outcomes.\n\nCollaborative and Team Player to synergize with various department.\n\nDeep understanding of operational processes to drive efficiency.\n\nStrong believer of Governance and metric driven service improvement.\n\nAbility to drive high priority cases towards resolution with sense of urgency\n\nPositive outlook and able to work under pressure.\n\nStrong Customer Management and Team management skills\n\nAnalytics & Data Driven\n\nRequired Qualifications:\n- Essential\nExcellent verbally and written communication skills in English.\n\nBachelor’s Degree in Engineering, Computer Science, Business, or a related field.\n\nITIL Foundation v3, v4 or higher.\n\nExperience with ITSM Platforms (ServiceNow, Remedy, Atlassian, etc..)\n\nHigh level of technical competency and acumen\n\nAble to perform multi-tasking and time management\n\nExpert in documentation and reporting deliverables.\n\n5 years of relevant industry experience of delivering services, based on a standalone or combination of the following:\nProven track records in contributing or establishing new process, functions, procedures, governance, framework to drive operational excellence and efficiency.\n\nEscalation and issue management and managing customer expectations\n\nInterested applicants please submit your application with your expected salary and notice period to be considered for the role.\nWe regret that only shortlisted candidates will be notified.\nAs part of any recruitment process, we collect and processes personal data relating to job applicants. We are committed to being transparent about how we collect and use that data and to meeting our data protection obligations. By applying to this post and sending us your resume, you agree to the collection, use and/or disclosure of your personal data in the manner as set out in our Data Protection Notice for Job Applicants which can be found\nLogicalis is committed to protecting your privacy.\nClick below to view the data protection notice.\nhttps://ap.logicalis.com/sites/default/files/2022-10/PIMS-A7.3-01%20Attachment%20I%20DP%20Notice%20for%20Job%20Applicants_updated9sept22.pdf.\nInterested applicants are invited to apply via our careers portal. Only shortlisted candidates will be notified.\nAs part of our recruitment process, we collect and process personal data relating to job applicants. By submitting your application, you consent to the collection, use, and/or disclosure of your personal data in accordance with our Data Protection Notice for Job Applicants.\nAt Logicalis, we are committed to creating a diverse and inclusive workplace where everyone can thrive.","description_format":"text","description_chars":5737,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed IT Services (MSP)","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-09-10T22:12:27Z"}],"visa":[],"liveness":{"score":43,"band":"fade","label":"Fading","p_open":1,"p_active":0.573,"p_room":0.75,"age_days":49,"expected_fill_days":55,"reasons":["conf:4","stale_co","velocity","win:late"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/logicalis-us-service-delivery-manager","json_url":"https://alion.io/job/logicalis-us-service-delivery-manager.json","meta":{"generated_at":"2026-10-30T17:21:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5816,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":179520},"rest":"https://alion.io/mcp/rest/get_company?id=179520"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flogicalis-us-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flogicalis-us-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flogicalis-us-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/logicalis-us-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flogicalis-us-service-delivery-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":668903}},{"tool":"search_jobs","arguments":{"company":"logicalis.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":668903},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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