Client-Facing Service Delivery Lead (SLA & Escalations)

Insentra Group

United States

Remote

USD 85,000 - 125,000

Full time

6 days ago

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Benefits offered by this job

Flexible work environment

Career development resources

Great Place to Work certification

Job summary

Insentra is seeking a service delivery professional in the United States to own client experiences across multiple accounts and drive ongoing service performance. You will lead governance conversations, manage SLA metrics, and coordinate with technical teams to resolve issues and continuously improve delivery.

The ideal candidate brings 3–6 years in IT service delivery or client-facing managed services, with strong ITSM and escalation skills, plus a proactive, process-driven mindset and

Qualifications

3-6 years in service delivery, IT account management, or client-facing managed services.
Strong understanding of ITSM and SLA frameworks, with incident prioritization and reporting.
Experience managing client relationships at governance level with escalation handling.

Responsibilities

Own the client experience across a portfolio of accounts and drive service performance.
Manage SLA performance, escalations, and service recovery with clear communication.
Coordinate with technical teams and practice leads to drive continuous service improvement.

Skills

Service delivery

IT account management

Governance & escalation

ITSM & SLA frameworks

Client relationship management

Analytical problem-solving

Interpersonal & communication

Self-starter / process-building

Job description

The ideal candidate brings 3–6 years in IT service delivery or client-facing managed services, with strong ITSM and escalation skills, plus a proactive, process-driven mindset and

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