Remote Service Delivery Lead | IT MSP

Ensono; Phoenix (AZ); Remote; USD 75,000 - 118,000; Full time

Benefits offered by this job

Unlimited Paid Time Off

Health plan options

401(k) with company match

Education reimbursement

Job summary

Ensono is seeking a Service Delivery Manager to act as the primary operational advocate for assigned clients. You will coordinate services, monitor performance, and drive improvements across delivery, support, and account teams while maintaining strong client relationships.

The role supports remote work within the United States and requires experience in MSP or complex IT delivery, ITIL knowledge, and ability to manage escalations, budgets, and governance artifacts.

Qualifications

• Bachelor’s degree and at least four years of related experience in service delivery, client services, or IT operations.
• Experience supporting client accounts in an MSP or complex IT environment.
• Working knowledge of ITIL service management principles; ITIL certification is preferred.

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 by preparing clear service metrics, updates, and action items.
• Coordinate incident communications, escalations, root cause reviews, and follow-up actions with the appropriate delivery teams.
• Support change, release, and maintenance coordination, helping manage client impact and stakeholder communication.
• 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 delivery blockers when needed.
• Support client onboarding and service transitions, including knowledge transfer and operational readiness.

Skills

ITIL knowledge

Client relationship management

Budget tracking & billing validation

Cross-functional collaboration

Strong communication

Analytical problem solving

Travel willingness

Education

Bachelor’s degree + 4+ years related experience

Tools

ServiceNow

Job description

Ensono is seeking a Service Delivery Manager to act as the primary operational advocate for assigned clients. You will coordinate services, monitor performance, and drive improvements across delivery, support, and account teams while maintaining strong client relationships.

The role supports remote work within the United States and requires experience in MSP or complex IT delivery, ITIL knowledge, and ability to manage escalations, budgets, and governance artifacts.