Remote MSP Service Delivery Lead

Ensono; Madison (WI); Remote; USD 75,000 - 118,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

Health plan options (3)

401k with company match

Education Reimbursement

Student Loan Assistance

Sabbatical leave

Flexible work schedule

Job summary

Ensono seeks a Service Delivery Manager to lead day-to-day service delivery for assigned clients in a remote US-based role. You will monitor SLAs, coordinate incidents, and support governance, budgeting, and client communications.

You’ll work with delivery, support, and account teams to align services with client outcomes, travel as needed, and participate in on-call coverage. A strong ITIL foundation and client-facing experience are essential.

Qualifications

• Bachelor’s degree or four years of related experience in service delivery, client services, or IT operations.
• Experience supporting client accounts in an MSP or complex IT environment.
• Working knowledge of ITIL service management principles; ITIL certification is preferred.
• Ability to build effective client relationships and manage routine escalations.
• Strong organizational, analytical, and problem-solving skills with tracking actions, risks, and service performance.
• Working knowledge of budget tracking, consumption reporting, and billing validation.
• Knowledge of ServiceNow and hybrid technology environments (mainframe, cloud, databases, networking).
• Awareness of AI tools, prompting, and agents to improve productivity and insights.
• Excellent written, presentation, and verbal communication; able to explain technical topics to diverse audiences.
• Ability to work across matrixed, cross-functional, and global delivery teams.
• Willingness to travel and participate in on-call escalation.

Responsibilities

• Manage day-to-day service delivery for assigned accounts, monitoring SLAs, SLOs, KPIs, and contractual commitments.
• Serve as the primary operational contact for client stakeholders, partnering with the Client Executive and delivery teams.
• Facilitate weekly operational reviews and support MBRs and QBRs by preparing clear service metrics and action items.
• Coordinate incident communications, escalations, root cause reviews, and follow-up actions with delivery teams.
• Support change, release, and maintenance coordination, managing client impact and communication.
• Maintain governance artifacts, risk registers, and audit documentation.
• Support account financial activities including billing validation and consumption reporting.
• Use performance trends and client feedback to identify continuous improvement opportunities.
• Coordinate cross-functional resources and dependencies, escalating blockers when needed.
• Support client onboarding and service transitions, including knowledge transfer.

Skills

ITIL knowledge

Client relationship management

Problem solving

Governance & escalations

Budget tracking & billing validation

Cross-functional collaboration

Communication (written & verbal)

Travel willingness

Performance metrics & reporting

On-call coverage

Education

Bachelor’s degree or equivalent

4+ years in service delivery/IT operations

Tools

ServiceNow

Job description

Ensono seeks a Service Delivery Manager to lead day-to-day service delivery for assigned clients in a remote US-based role. You will monitor SLAs, coordinate incidents, and support governance, budgeting, and client communications.

You’ll work with delivery, support, and account teams to align services with client outcomes, travel as needed, and participate in on-call coverage. A strong ITIL foundation and client-facing experience are essential.