Remote Senior Service Delivery Leader

OpenKrill; United States; Remote; USD 96,000 - 145,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

Health plan options

401k with company match

Dental, vision, disability, life, AD&D

Fertility & family forming benefits

Paid parental leave

Education reimbursement

Sabbatical leave

Wellness program

Flexible work schedule

Job summary

Ensono is seeking a Senior Service Delivery Manager to drive end-to-end delivery across complex, multi-service accounts in the United States. You will partner with client executives, delivery teams, and support to ensure SLA consistency and program success.

The role requires seven+ years in service delivery, strong ITIL knowledge, and proven governance leadership. Remote work is supported with on-site visits as needed. Attractive benefits accompany a market-competitive compensation package.

Qualifications

• Bachelor’s degree and 7+ years in service delivery management.
• Experience managing strategic client accounts in MSP or multi-tower IT environments.
• Strong ITIL knowledge; ITIL certification preferred.
• Proven ability to lead governance forums and escalations, and communicate with Director-level stakeholders.
• Analytical and problem-solving skills with ability to turn operational data into business recommendations.
• Financial and commercial acumen with budget management and billing validation.

Responsibilities

• Own end-to-end service delivery for complex, multi-service accounts, ensuring SLAs and KPIs are met.
• Serve as the primary operational contact for client stakeholders and partners.
• Lead weekly operational reviews, MBRs, QBRs, and executive briefings with clear insights.
• Lead major incident governance, root cause analysis, and corrective action plans.
• Oversee change, release, and maintenance coordination with minimal business disruption.
• Maintain governance artifacts, risk registers, and audit/compliance readiness.
• Manage account financial activities including budget tracking and consumption reporting.
• Utilize performance trends and client feedback to drive continuous improvement and cost-efficiency.

Skills

Client relationship management

Governance leadership

Analytical thinking

Executive communication

Financial acumen

Travel readiness

ITIL knowledge

AI tools awareness

Education

Bachelor's degree in related field

Tools

ServiceNow

AI tools

Job description

Ensono is seeking a Senior Service Delivery Manager to drive end-to-end delivery across complex, multi-service accounts in the United States. You will partner with client executives, delivery teams, and support to ensure SLA consistency and program success.

The role requires seven+ years in service delivery, strong ITIL knowledge, and proven governance leadership. Remote work is supported with on-site visits as needed. Attractive benefits accompany a market-competitive compensation package.