Remote Senior Service Delivery Manager — Client Governance

Ensono; Olympia (WA); Remote; USD 96,000 - 145,000; Full time

Benefits offered by this job

Unlimited PTO

401k match

Education reimbursement

Family forming benefit

Sabbatical leave

Wellness program

Flexible schedule

Job summary

Ensono seeks a Senior Service Delivery Manager to lead end-to-end service delivery for complex multi-service accounts, working remotely in the United States. This role focuses on governance, incident management, change coordination, and financial oversight, partnering with executive stakeholders to drive business outcomes.

You will mentor colleagues, leverage ITIL best practices, and utilize ServiceNow to optimize performance while embracing AI tools for insights.

Qualifications

• Bachelor's degree or equivalent with progression 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 build trusted relationships and lead governance forums with executives.
• Ability to translate service data into business insights and recommendations.
• Financial and commercial acumen including budget and consumption reporting.
• Familiarity with hybrid environments incl. mainframe, cloud, networking.
• Experience with AI tools to improve productivity and insights.
• Excellent executive presentation and public-speaking skills.
• Willingness to travel and participate in on-call escalations.

Responsibilities

• Own end-to-end service delivery for complex multi-service accounts.
• Serve as primary operational contact for client stakeholders.
• Lead weekly reviews, MBRs, QBRs, and executive briefings.
• Lead incident governance, escalations, and root cause reviews.
• Oversee change, release, and maintenance coordination.
• Maintain governance artifacts and risk registers.
• Manage account financial activities including budgeting and billing validation.
• Use data to prioritize continuous improvement and cost-efficiency.
• Coordinate resources and dependencies across teams.
• Support client onboarding and knowledge transfer.
• Mentor teammates and contribute to best practices.

Skills

ITIL knowledge

Client governance

Strategic account mgmt

Stakeholder comms

Financial acumen

ServiceNow

AI tooling

Public speaking

Travel readiness

Leadership ability

Education

Bachelor's degree

Tools

ServiceNow

Job description

Ensono seeks a Senior Service Delivery Manager to lead end-to-end service delivery for complex multi-service accounts, working remotely in the United States. This role focuses on governance, incident management, change coordination, and financial oversight, partnering with executive stakeholders to drive business outcomes.

You will mentor colleagues, leverage ITIL best practices, and utilize ServiceNow to optimize performance while embracing AI tools for insights.