Remote Service Delivery Lead for IT MSP

Ensono; Lincoln (NE); Remoto; USD 75.000 - 118.000; Tempo integral

Benefícios oferecidos por esta vaga

Unlimited Paid Days Off

Health plan options

401k with company match

Education Reimbursement

Sabbatical leave

Wellness program

Flexible work schedule

Resumo da vaga

Ensono is seeking a Service Delivery Manager to act as the primary operational advocate for assigned client accounts, coordinating services across delivery, support, and account teams. This role emphasizes monitoring performance against SLAs, leading governance forums, and driving continuous improvement in a flexible remote work environment across the United States.

You will manage incident communications, coordinate cross-functional resources, and support onboarding and transitions while

Qualificações

• Bachelor’s degree and at least four years of related experience in service delivery, client services, or IT operations.
• Experience supporting client accounts in MSP or complex IT environments.
• Working knowledge of ITIL service management; ITIL certification preferred.
• Ability to build client relationships, facilitate governance, and manage escalations.
• Strong organizational, analytical, and problem-solving skills.

Responsabilidades

• Manage day-to-day service delivery for assigned accounts, monitoring SLAs, SLOs, KPIs, and commitments.
• Serve as primary operational contact for client stakeholders, coordinating with Client Executive and delivery teams.
• Prepare metrics and action items for weekly reviews, MBRs, and QBRs.
• Coordinate incident communications, escalations, root cause reviews, and follow-ups.
• Support change, release, and maintenance coordination and governance artifacts.

Conhecimentos

IT operations

ITIL

Budget tracking

ServiceNow

Cross-functional

Communication

On-call readiness

Travel readiness

AI tools

Formação

Bachelor’s degree in related field

Ferramentas

ServiceNow

AI tools

Descrição da vaga

Ensono is seeking a Service Delivery Manager to act as the primary operational advocate for assigned client accounts, coordinating services across delivery, support, and account teams. This role emphasizes monitoring performance against SLAs, leading governance forums, and driving continuous improvement in a flexible remote work environment across the United States.

You will manage incident communications, coordinate cross-functional resources, and support onboarding and transitions while