Remote Service Delivery Lead for MSP Excellence

Ensono; Detroit (MI); Remote; USD 75,000 - 118,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

Three health plan options

401k with company match

Education Reimbursement

Sabbatical leave

Wellness program

Flexible work schedule

Job summary

Ensono is seeking a Service Delivery Manager to act as the primary operations advocate for assigned client accounts. This remote role supports cross-functional teams, monitors SLAs/SLOs, and coordinates incident resolution, governance, and billing validation for US-based clients.

The SDM will lead weekly reviews, align delivery with business outcomes, and travel as needed. A bachelor’s degree with 4+ years in service delivery or IT operations is required, with ITIL knowledge preferred.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• 4+ years of experience in service delivery, client services, or IT operations.
• Working knowledge of ITIL service management principles; ITIL certification is preferred.
• Ability to build client relationships, facilitate governance, and manage escalations.

Responsibilities

• Manage day-to-day service delivery for assigned accounts, monitoring SLAs, SLOs, KPIs, and contractual commitments.
• Serve as the primary operational contact for client stakeholders, partnering with the Client Executive and delivery teams.
• Facilitate weekly operational reviews and support MBRs and QBRs with clear metrics and action items.
• Coordinate incident communications, escalations, root cause reviews, and follow-up actions.
• Support change, release, and maintenance coordination, managing client impact and communications.
• Maintain governance artifacts, risk registers, and audit documentation.
• Support account financial activities, including billing validation and consumption reporting.
• Use performance trends and client feedback to identify improvement opportunities.
• Coordinate cross-functional resources and dependencies, escalating blockers.
• Support client onboarding and service transitions, including knowledge transfer.

Skills

Client relationships

Governance

Escalation handling

Analytics

Cross-functional teamwork

Communication

Travel readiness

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

ITIL

Job description

Ensono is seeking a Service Delivery Manager to act as the primary operations advocate for assigned client accounts. This remote role supports cross-functional teams, monitors SLAs/SLOs, and coordinates incident resolution, governance, and billing validation for US-based clients.

The SDM will lead weekly reviews, align delivery with business outcomes, and travel as needed. A bachelor’s degree with 4+ years in service delivery or IT operations is required, with ITIL knowledge preferred.