Remote Senior Service Delivery Manager - Strategic MSP Leader

Ensono; Santa Fe (NM); Remote; USD 96.000 - 145.000; Vollzeit

Benefits dieser Stelle

Unlimited PTO

Health plan options

401k with company match

Dental & Vision coverage

Education reimbursement

Zusammenfassung

Ensono is seeking a Senior Service Delivery Manager to act as the primary operational advocate for assigned clients in a remote-first setup across the United States. You will lead governance, performance management, and escalations across complex, multi-service environments while ensuring client outcomes and contractual commitments.

You will drive improvements, mentor SDMs, and collaborate with cross-functional teams to optimize cost, resilience, and security while maintaining strong

Qualifikationen

• Bachelor’s degree and at least seven years of experience in service delivery management.
• Experience managing strategic client accounts in MSP or multi-tower IT environments.
• Strong ITIL knowledge; ITIL certification preferred.

Aufgaben

• Own end-to-end service delivery for assigned complex, multi-service accounts, ensuring SLAs/SLOs/KPIs are met.
• Serve as the primary operational contact for client stakeholders and partner with executives.
• Lead governance forums, incident governance, and escalation management with timely communication.
• Oversee change, release, and maintenance coordination from the client perspective.
• Maintain governance artifacts, risk registers, and Service Improvement Plans.
• Manage budget tracking, forecasting, billing validation, and cost optimization.
• Use performance trends and client feedback to drive continuous improvement.

Kenntnisse

ITIL knowledge

Governance forums

Public speaking

Budget management

Travel/on-call readiness

Team mentorship

Client stakeholder management

ServiceNow knowledge

Data-driven decision making

AI tool usage

Ausbildung

Bachelor’s degree

Tools

ServiceNow

AI tools

Jobbeschreibung

Ensono is seeking a Senior Service Delivery Manager to act as the primary operational advocate for assigned clients in a remote-first setup across the United States. You will lead governance, performance management, and escalations across complex, multi-service environments while ensuring client outcomes and contractual commitments.

You will drive improvements, mentor SDMs, and collaborate with cross-functional teams to optimize cost, resilience, and security while maintaining strong