Senior Service Delivery Manager — Remote Strategy Lead

Ensono; Dover; À distance; GBP 72 000 - 108 000; Plein temps

Avantages offerts par ce poste

Unlimited Paid Days Off

401k with company match

Health plan options

Education Reimbursement

Résumé du poste

Ensono is seeking a Senior Service Delivery Manager to act as the primary operations advocate for complex client accounts. You will drive governance, performance, and continuous improvement across multi-service environments.

You will lead incident management, change coordination, and executive briefings while partnering with client executives and delivery teams to ensure outcomes align with contractual commitments.

Qualifications

• Bachelor’s degree and at least seven years of related experience, or equivalent work experience, with demonstrated progression in service delivery management.
• Strong knowledge of ITIL service management principles; ITIL certification is preferred.
• Proven ability to build trusted relationships, lead governance forums and escalations independently, and communicate effectively with Director-level stakeholders.
• Financial and commercial acumen, including budget management, consumption reporting, billing validation, and identification of growth opportunities.
• Working knowledge of hybrid technology environments, such as mainframe, infrastructure, cloud, databases, middleware, virtualization, and networking.
• Proficient use of AI tools, prompting, and agents to improve productivity and client insights.
• Strong executive presentation and public-speaking skills, with the ability to communicate technical topics to technical and non-technical audiences.

Responsabilités

• Own end-to-end service delivery for assigned complex, multi-service accounts, ensuring SLAs, SLOs, KPIs, and contractual commitments are met.
• Serve as the primary operational contact and trusted advisor for client stakeholders, partnering with the Client Executive and delivery teams.
• Lead weekly operational reviews, MBRs, QBRs, and executive briefings; translate service data into clear business insights and recommendations.
• Lead major incident governance, escalations, root cause reviews, and corrective action plans with timely, audience-appropriate communication.
• Oversee change, release, and maintenance coordination, representing the client perspective and minimizing business disruption.
• Maintain governance artifacts, risk registers, Service Improvement Plans, audit readiness, and compliance with Ensono and client requirements.

Connaissances

Client relationships

Analytical thinking

Executive communication

Mentoring

Travel readiness

Formation

Bachelor’s degree

Outils

ServiceNow

Description du poste

Ensono is seeking a Senior Service Delivery Manager to act as the primary operations advocate for complex client accounts. You will drive governance, performance, and continuous improvement across multi-service environments.

You will lead incident management, change coordination, and executive briefings while partnering with client executives and delivery teams to ensure outcomes align with contractual commitments.