Executive Service Delivery Manager - Mainframe & Hybrid Cloud

Ensono, LP; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

27 days annual leave

Private healthcare

Pension

Bonus plan

Flexible locations

Job summary

Ensono is seeking an Expert Service Delivery Manager to own end-to-end service relationships for strategic mainframe-centric clients. You’ll be the executive face to CIO/CTO-level stakeholders, orchestrating delivery across z/OS, distributed and cloud platforms to drive continual service improvement.

This senior role requires 8+ years ITSM experience, ITIL knowledge, and the ability to operate in multi-platform environments, including travel to client sites as needed, in a dynamic, enterprise

Qualifications

• 8+ years of IT Service Management experience in a client-facing role, with meaningful exposure to mainframe (z/OS) managed service environments.
• Operational ability in diverse, large-scale, multi-platform, outsourced environments spanning mainframe, distributed, and cloud.
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Proficient understanding of ITIL (Information Technology Infrastructure Library) principles
• Demonstrated understanding of technologies: Mainframe (z/OS, CICS, Db2, IMS, MQ, JCL/batch), Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking
• Willing to travel as required (e.g., client service reviews at client site)

Responsibilities

• Acts as a client advocate and a point of escalations for client service delivery needs, including Sev-1/Sev-2 mainframe incidents.
• Assigned to Strategic mainframe and hybrid-platform accounts with high profile client visibility and demand for executive stakeholder engagement.
• Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved, and provide guidance to ensure exceptional client experience.
• Develops and executes improvement plans from discoveries including MIPS/MSU optimisation, mainframe software cost takeout, DR posture, and mainframe-to-cloud modernisation opportunities.
• Partners with assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against business outcomes.
• Educates the operational team in understanding how clients utilize Ensono services in support of their business.
• Provides technical support or training on Ensono products by coordinating with internal SMEs and support organizations.
• Builds relationships across the client's organization to drive success and achieve outcomes.
• Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
• Uses operational health and KPIs to identify and communicate risks and insights to client and Ensono leadership.
• Provides executive level communication for critical business impacting events, account updates, and service improvement plans.
• Delivers, executes, and monitors continual service improvement plans across all aspect of Ensono delivery.
• Collaborates with the Client Engagement Partner to build a strategic account plan and coordinates to manage client relationships and opportunities.
• Manages critical client issues/incidents via an ITSM based approach and ensures coordination across the Ensono team.
• Assesses account performance through Client Health Dashboard and works across Ensono teams to deliver high quality service.
• Acts as a product advocate and provides guidance to clients, strengthening relationships and exceeding expectations.
• Establishes and leads operational meetings focused on ITSM governance and SLA adherence.

Skills

ITSM experience

Mainframe z/OS

ITIL knowledge

Executive stakeholder engagement

Travel willingness

Education

Degree-level education

Tools

Mainframe z/OS tools

ITSM tools

Job description

Ensono is seeking an Expert Service Delivery Manager to own end-to-end service relationships for strategic mainframe-centric clients. You’ll be the executive face to CIO/CTO-level stakeholders, orchestrating delivery across z/OS, distributed and cloud platforms to drive continual service improvement.

This senior role requires 8+ years ITSM experience, ITIL knowledge, and the ability to operate in multi-platform environments, including travel to client sites as needed, in a dynamic, enterprise