Remote Service Delivery Lead - MSP

Ensono; Dover (DE); Remoto; USD 75.000 - 118.000; Tempo integral

Benefícios oferecidos por esta vaga

Unlimited Paid Days Off

Three health plan options

401k with company match

Dental, vision, disability, life, and

Family Forming Benefit including Fertl

Paid parental leave

Resumo da vaga

Ensono is seeking a remote Service Delivery Manager in the United States to oversee day-to-day service delivery for client accounts. You will monitor SLAs/SLOs, coordinate incident responses, and drive governance and financial activities across delivery and support teams.

The role emphasizes cross-functional collaboration, client relationship skills, and the ability to operate in a matrixed, global delivery environment. A four-plus year background in IT operations or client services is required.

Qualificações

• Bachelor’s degree and 4+ years 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 preferred.
• Ability to manage escalations and maintain service performance.

Responsabilidades

• Manage day-to-day service delivery for assigned accounts, monitoring SLAs, SLOs, KPIs, and commitments.
• Serve as the primary operational contact for client stakeholders and delivery teams.
• Prepare metrics and action items for weekly reviews, MBRs, and QBRs.
• Coordinate incident communications, escalations, root cause reviews, and follow-ups.
• Support change, release, and maintenance coordination with stakeholder communication.
• Maintain governance artifacts, risk registers, and audit documentation.
• Assist account financial activities including billing validation and cost reporting.
• Use trends and feedback to identify continuous improvement opportunities.
• Coordinate cross-functional resources and escalate blockers as needed.
• Support client onboarding and service transitions with knowledge transfer.

Conhecimentos

Client relationship management

Analytical skills

Communication skills

Cross-functional collaboration

Problem solving

Formação

Bachelor’s degree in related field

Ferramentas

ServiceNow

ITIL

Descrição da vaga

Ensono is seeking a remote Service Delivery Manager in the United States to oversee day-to-day service delivery for client accounts. You will monitor SLAs/SLOs, coordinate incident responses, and drive governance and financial activities across delivery and support teams.

The role emphasizes cross-functional collaboration, client relationship skills, and the ability to operate in a matrixed, global delivery environment. A four-plus year background in IT operations or client services is required.