Remote Service Delivery Lead – IT MSP

Ensono; Augusta (ME); 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 and A

Fertility coverage and adoption/surrog

Job summary

Ensono is hiring a Service Delivery Manager to be the primary operational advocate for dedicated client accounts. You will coordinate services, monitor performance, manage escalations, and align delivery with business outcomes in a primarily remote US environment.

The role requires strong ITIL knowledge, MSP experience, and the ability to work across matrixed teams, including on-call coverage and travel as needed. This position offers a competitive pay scale and comprehensive benefits.

Qualifications

• Bachelor’s degree and at least four years of related experience in service delivery or IT operations.
• Experience supporting client accounts in an MSP or complex IT environment.
• Working knowledge of ITIL service management principles; ITIL certification preferred.
• Ability to build effective client relationships, facilitate governance, and manage routine escalations.
• Strong organizational, analytical, and problem-solving skills; track actions, risks, and performance.
• Working knowledge of budget tracking, consumption reporting, and billing validation.
• Knowledge of hybrid technology environments including mainframe, cloud, databases, middleware, virtualization, and networking.
• Working knowledge of AI tools, prompting, and agents to improve productivity.
• Strong written, presentation, and verbal communication skills for technical and non-technical audiences.
• Ability to work across matrixed, cross-functional, and global delivery teams.
• Willingness to travel and participate in on-call escalation coverage.

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, action logs, risk registers, and audit documentation.
• Support account financial activities, including billing validation, consumption reporting, budget tracking, and cost optimization.
• Use performance trends and client feedback to identify continuous improvement opportunities.
• Coordinate cross-functional resources and dependencies, escalating blockers as needed.
• Support onboarding and service transitions with knowledge transfer and readiness.

Skills

MSP experience

ITIL knowledge

Client relationships

Budget tracking

Cross-functional coordination

On-call support

AI tools knowledge

Education

Bachelor’s degree

Tools

ServiceNow

Job description

Ensono is hiring a Service Delivery Manager to be the primary operational advocate for dedicated client accounts. You will coordinate services, monitor performance, manage escalations, and align delivery with business outcomes in a primarily remote US environment.

The role requires strong ITIL knowledge, MSP experience, and the ability to work across matrixed teams, including on-call coverage and travel as needed. This position offers a competitive pay scale and comprehensive benefits.