Remote Senior Service Delivery Manager - Lead Outcomes

Ensono; Providence (RI); A distancia; USD 96.000 - 145.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Unlimited Paid Days Off

Three health plan options

401k with company match

Dental coverage

Vision coverage

Disability coverage

Life and AD&D

Flexible spending accounts

Fertility coverage

Adoption reimbursement

Paid parental leave

Descripción de la vacante

Ensono is seeking a Senior Service Delivery Manager to be the primary operational advocate for assigned clients in a remote, United States-based role. You will oversee governance, performance, escalations, risk management, and continuous improvement across multi-service environments.

Responsibilities include leading reviews, translating data into insights, managing incidents, and coordinating changes while maintaining strong client relationships and executive communication.

Formación

• Bachelor’s degree and at least seven years of related experience, or equivalent work experience, with demonstrated progression in service delivery management (required).
• Experience managing strategic client accounts in an MSP or complex, multi-tower IT environment (required).
• Strong knowledge of ITIL service management principles; ITIL certification is preferred (required).
• Proven ability to build trusted relationships, lead governance forums and escalations independently, and communicate effectively with Director-level stakeholders (required).
• Strong analytical and problem-solving skills, including the ability to anticipate risks and turn operational data into business-relevant recommendations (required).
• Financial and commercial acumen, including budget management, consumption reporting, billing validation, and identification of growth opportunities (required).
• Working knowledge of ServiceNow and hybrid technology environments (required).
• Proficient use of AI tools, prompting, and agents to improve productivity and client insights (required).
• Strong executive presentation and public-speaking skills, with the ability to communicate technical topics to technical and non-technical audiences (required).
• Ability to mentor colleagues and contribute to service delivery best practices (required).
• Willingness to travel as required and participate in structured on-call escalation coverage (required).

Responsabilidades

• Own end-to-end service delivery for assigned complex, multi-service accounts, ensuring SLAs, SLOs, KPIs, and contractual commitments are met.
• Serve as the primary operational contact and trusted advisor for client stakeholders, partnering with the Client Executive and delivery teams.
• 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.

Conocimientos

Client management

ITIL knowledge

Stakeholder communication

Problem solving

Financial acumen

AI tools proficiency

Public speaking

Mentoring

Educación

Bachelor’s degree and 7+ years experience

Herramientas

ServiceNow

Descripción del empleo

Ensono is seeking a Senior Service Delivery Manager to be the primary operational advocate for assigned clients in a remote, United States-based role. You will oversee governance, performance, escalations, risk management, and continuous improvement across multi-service environments.

Responsibilities include leading reviews, translating data into insights, managing incidents, and coordinating changes while maintaining strong client relationships and executive communication.