Remote Senior Service Delivery Leader | Multi-Account Mastery

Ensono; Frankfort (KY); Remote; USD 96,000 - 145,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

Three health plan options

401k with company match

Education Reimbursement

Job summary

Ensono is seeking a Senior Service Delivery Manager to serve as the primary operational advocate for assigned clients in a remote-capable role across the United States. You will lead governance, performance management, escalations, and continuous improvement across complex service environments.

You’ll coordinate with delivery, support, and account teams, drive weekly reviews, and mentor peers while ensuring SLAs and KPIs align with client outcomes.

Qualifications

• Bachelor’s degree or equivalent experience.
• Minimum seven years in service delivery management.
• Experience with MSP or multi‑tower IT environments.
• Knowledge of ITIL principles; ITIL cert preferred.
• Strong communication with executives and stakeholders.

Responsibilities

• Own end-to-end service delivery for complex, multi-service accounts and ensure SLAs, SLOs, KPIs are met.
• Serve as primary operational contact for client stakeholders and partner with executives.
• Lead weekly reviews (MBR/QBR) and translate data into actionable business insights.
• Oversee major incident governance, root cause analysis and corrective actions.
• Manage change, release, and maintenance coordination with minimal business disruption.
• Maintain governance artifacts, risk registers, and audit readiness.

Skills

ITIL knowledge

Executive communication

Stakeholder management

Analytical thinking

Travel readiness

Education

Bachelor’s degree

Tools

ServiceNow

Hybrid IT environments

Job description

Ensono is seeking a Senior Service Delivery Manager to serve as the primary operational advocate for assigned clients in a remote-capable role across the United States. You will lead governance, performance management, escalations, and continuous improvement across complex service environments.

You’ll coordinate with delivery, support, and account teams, drive weekly reviews, and mentor peers while ensuring SLAs and KPIs align with client outcomes.