Remote Senior Service Delivery Manager

Ensono; Miami (FL); 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

Dental, vision, disability, life and A

Fertility coverage and adoption/surrog

Paid parental leave

Education Reimbursement

Sabbatical leave

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 complex multi-service environments while coordinating cross-functional teams.

You’ll manage budgets, run weekly reviews, and mentor other SDMs, with strong emphasis on stakeholder communication and service quality. Remote work is supported in the United States.

Qualifications

• Bachelor’s degree or equivalent with demonstrated progression in service delivery management.
• Experience managing strategic client accounts in an MSP or complex, multi-tower IT environment.
• ITIL certification preferred.
• Ability to communicate effectively with Director-level stakeholders.
• Strong analytical and problem-solving skills with data-driven insights.
• Budget management, consumption reporting and billing validation experience.
• Knowledge of hybrid tech environments including cloud, mainframe, networks.

Responsibilities

• Own end-to-end service delivery for complex, multi-service accounts, ensuring SLAs and KPIs are met.
• Serve as primary operational contact and trusted advisor for client stakeholders.
• Lead weekly operational reviews, MBRs, QBRs, and executive briefings with business insights.
• Lead incident governance, escalations and post-incident reviews; communicate findings clearly.
• Oversee change, release, and maintenance coordination with minimal business disruption.
• Maintain governance artifacts, risk registers, and service improvement plans.
• Manage account financial activities including budgeting, forecasting and billing validation.
• Use performance trends and client feedback to drive continuous improvement and cost-efficiency.
• Coordinate cross-functional resources and resolve delivery blockers; support onboarding.
• Mentor SDMs and contribute to standardized service delivery practices.

Skills

Service delivery management

ITIL knowledge

Executive communication

Risk management

Financial acumen

Stakeholder management

Mentoring

Travel willingness

Education

Bachelor’s degree with 7+ years experience

Tools

ServiceNow

MS Office

Analytics tools

AI tools / prompting

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 complex multi-service environments while coordinating cross-functional teams.

You’ll manage budgets, run weekly reviews, and mentor other SDMs, with strong emphasis on stakeholder communication and service quality. Remote work is supported in the United States.