Remote Senior Service Delivery Leader

F5 Remote Jobs; 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

Family Forming Benefit

Parental leave

Education Reimbursement

Sabbatical

Wellness program

Flexible work schedule

Job summary

Ensono is seeking a Senior Service Delivery Manager to act as the primary operational advocate for assigned clients. You will lead governance, performance management, escalations, and continuous improvement across multi-service environments while partnering with delivery, support, and account teams.

You will mentor colleagues, manage budgets, and coordinate cross-functional efforts to ensure SLAs and business outcomes are met.

Qualifications

• Bachelor’s degree and at least seven years of related experience, or equivalent work experience, with demonstrated progression in service delivery management.

Responsibilities

• Own end-to-end service delivery for assigned complex, multi-service accounts, ensuring SLAs, SLOs, KPIs, and contractual commitments are met.
• 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.
• Manage account financial activities, including budget tracking, forecasting, billing validation, consumption reporting, cost optimization, and identification of growth opportunities.
• Use performance trends, client feedback, and Ensono Portal insights to prioritize continuous improvement, automation, resilience, security, and cost-efficiency initiatives.
• Coordinate resources and cross-functional dependencies, resolving delivery blockers and aligning skills to account needs.
• Support client onboarding and service transitions, ensuring knowledge transfer and operational readiness.
• Mentor SDM colleagues, share best practices, and contribute to consistent service delivery standards across the practice.

Skills

ITIL knowledge

Client relationships

Governance

Stakeholder comms

Budget management

AI tools usage

Executive presentations

Mentoring

Hybrid environments

Problem solving

Education

Bachelor’s degree

Tools

ServiceNow

Job description

Ensono is seeking a Senior Service Delivery Manager to act as the primary operational advocate for assigned clients. You will lead governance, performance management, escalations, and continuous improvement across multi-service environments while partnering with delivery, support, and account teams.

You will mentor colleagues, manage budgets, and coordinate cross-functional efforts to ensure SLAs and business outcomes are met.