Remote Senior Service Delivery Leader (MSP)

Ensono; Phoenix (AZ); Remote; USD 96,000 - 145,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

Health plan options

401k with company match

Education Reimbursement

Job summary

Ensono is seeking a Senior Service Delivery Manager to act as the primary operational advocate for complex, multi-service accounts. The role requires driving governance, performance management, and continuous improvement across cross-functional teams in a remote US setting.

You will lead incident governance, change coordination, and financial activities while mentoring peers and delivering clear business insights to senior stakeholders.

Qualifications

• Bachelor’s degree and at least seven years of related experience in service delivery management.
• Experience managing strategic client accounts in an MSP or complex, multi-tower IT environment.
• Strong knowledge of ITIL service management principles; ITIL certification is preferred.
• Proven ability to build trusted relationships, lead governance forums and escalations independently.
• Strong analytical and problem-solving skills with ability to translate operational data into business insights.
• Financial and commercial acumen including budget management and billing validation.
• Experience with ServiceNow and hybrid technology environments.
• Proficient use of AI tools and agents to improve productivity and insights.
• Strong executive presentation and public-speaking skills.
• Willingness to travel and participate in on-call escalation coverage.

Responsibilities

• Own end-to-end service delivery for assigned complex, multi-service accounts, ensuring SLAs, SLOs, KPIs, and commitments are met.
• Serve as the primary operational contact and trusted advisor for client stakeholders.
• Lead weekly operational reviews, MBRs, QBRs, and executive briefings with data-driven insights.
• Lead incident governance, escalations, root cause reviews, and corrective action plans.
• Oversee change, release, and maintenance coordination with client perspective.
• Maintain governance artifacts, risk registers, and audit readiness.
• Manage account financial activities including budget tracking, forecasting, and billing validation.
• Prioritize continuous improvement using performance trends and client feedback.
• Coordinate resources and cross-functional dependencies to resolve blockers.
• Support client onboarding and service transitions.
• Mentor SDM colleagues and contribute to best practices.

Skills

ITIL knowledge

Executive communication

Public speaking

Financial acumen

Relationship building

Governance

Data to insights

Cross-functional coordination

Leadership

Education

Bachelor’s degree

Tools

ServiceNow

Hybrid tech environments

AI tools & prompts

Job description

Ensono is seeking a Senior Service Delivery Manager to act as the primary operational advocate for complex, multi-service accounts. The role requires driving governance, performance management, and continuous improvement across cross-functional teams in a remote US setting.

You will lead incident governance, change coordination, and financial activities while mentoring peers and delivering clear business insights to senior stakeholders.