Remote Service Delivery Lead for MSP & IT Ops

Ensono; Frankfort (KY); Remote; USD 75,000 - 118,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

401k with company match

Dental, vision, disability, life and A

Flexible spending accounts

Job summary

Ensono is seeking a Service Delivery Manager to act as the primary operational advocate for assigned US client accounts. The role involves coordinating contracted services, monitoring performance, and aligning daily delivery with client outcomes in a remote work setting.

The SDM will lead governance, reviews, and incident management while partnering with delivery, support, and account teams to optimize service delivery and client satisfaction.

Qualifications

• Bachelor’s degree and 4+ years in service delivery or IT operations.
• Experience supporting client accounts in MSP or complex IT environments.
• Knowledge of ITIL; ITIL certification preferred.
• Ability to manage escalations and build client relationships without supervision.
• Strong organizational, analytical, and problem-solving abilities.

Responsibilities

• Manage day-to-day service delivery for assigned accounts and monitor SLAs, SLOs, KPIs.
• Serve as primary operational contact for client stakeholders with delivery teams.
• Lead weekly operational reviews and prepare metrics for MBRs and QBRs.
• Coordinate incident communications, escalations, and root-cause analyses.
• Support change, release, and maintenance coordination with client impact awareness.
• Maintain governance artifacts, risk registers, and service improvement plans.
• Support account financial activities including billing validation and consumption reporting.
• Identify continuous improvement opportunities from performance trends.

Skills

Client relationship management

Operational governance

Cross-functional collaboration

Organizational skills

Communication skills

Problem solving

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

ITIL framework

AI tools

Job description

Ensono is seeking a Service Delivery Manager to act as the primary operational advocate for assigned US client accounts. The role involves coordinating contracted services, monitoring performance, and aligning daily delivery with client outcomes in a remote work setting.

The SDM will lead governance, reviews, and incident management while partnering with delivery, support, and account teams to optimize service delivery and client satisfaction.