Remote Service Delivery Lead for MSP & IT Operations

Ensono; Olympia (WA); Remote; USD 75,000 - 118,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

Health plan options

401k with company match

Dental / vision / disability / life /

Fertility coverage and adoption/em**

Education reimbursement

Job summary

Ensono is seeking a Service Delivery Manager to act as the primary operations advocate for assigned client accounts. You will coordinate contracted services, monitor performance, and support issue resolution across delivery, support, and account teams.

The role involves leading weekly reviews, managing incidents, and coordinating with stakeholders to ensure alignment with business outcomes. Candidates should have strong communication, governance, and budgeting capabilities, with willingness to

Qualifications

• Bachelor’s degree or equivalent in service delivery, client services, or IT operations.
• Experience supporting client accounts in MSP or complex IT environment.
• Familiarity with ITIL service management; ITIL cert preferred.
• Ability to build client relationships and manage escalations.
• Strong organizational and analytical skills with tracking of actions and risks.
• Knowledge of budget tracking, consumption reporting, and billing validation.
• Experience with hybrid tech stacks (mainframe, cloud, databases, networking).
• Familiarity with AI tools, prompting, and agents to boost productivity.

Responsibilities

• Manage day-to-day service delivery for assigned accounts, monitoring SLAs and KPIs.
• Serve as primary operational contact for client stakeholders with delivery teams.
• Prepare metrics and actions for weekly reviews, MBRs, and QBRs.
• Coordinate incident communications and escalation processes.
• Support change, release, and maintenance coordination.
• Maintain governance artifacts, risk logs, and audit documentation.
• Assist with budgeting, consumption reporting, and cost optimization.
• Identify continuous improvement opportunities from trends and feedback.
• Coordinate cross-functional resources and escalate blockers when needed.
• Assist with onboarding and service transitions, including knowledge transfer.

Skills

Client relationship management

Communication

Analytical skills

Cross-functional collaboration

Problem solving

Presentation skills

Verbal communication

Education

Bachelor’s degree

ITIL certification

Tools

ServiceNow

AI tools

Job description

Ensono is seeking a Service Delivery Manager to act as the primary operations advocate for assigned client accounts. You will coordinate contracted services, monitor performance, and support issue resolution across delivery, support, and account teams.

The role involves leading weekly reviews, managing incidents, and coordinating with stakeholders to ensure alignment with business outcomes. Candidates should have strong communication, governance, and budgeting capabilities, with willingness to