Remote Service Delivery Lead – MSP & IT Ops

Ensono; Nashville (TN); Remote; USD 75.000 - 118.000; Vollzeit

Benefits dieser Stelle

Unlimited Paid Days Off

401k with company match

Dental, vision, disability, life and A

Fertility coverage and adoption/surrog

Paid parental leave

Education Reimbursement

Sabbatical leave

Wellness program

Flexible work schedule

Zusammenfassung

Ensono, a leading managed services provider, seeks a Service Delivery Manager for a remote US role. You will coordinate services, monitor performance, and align delivery with client outcomes across multiple accounts.

The role requires strong ITIL knowledge, client relationship skills, and collaboration with global delivery teams. Travel and on-call duties may apply, with focus on governance and operational excellence.

Qualifikationen

• Bachelor’s degree or equivalent with 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 client relationships, manage governance and routine escalations.
• Strong organizational, analytical, and problem-solving skills; track actions and performance.
• Knowledge of budget tracking, consumption reporting, and billing validation.
• Familiarity with ServiceNow and multi-technology environments (mainframe, cloud, networks).
• Knowledge of AI tools, prompting, and agents to improve productivity and insights.
• Excellent written, presentation, and verbal communication; ability to explain technical topics to varied audiences.
• Ability to work across matrixed and global teams; travel and on-call duties.

Aufgaben

• 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 with delivery teams.
• 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 and cost optimization.
• Use performance trends and client feedback to identify improvement opportunities.
• Coordinate cross-functional resources and dependencies; escalate blockers when needed.
• Support onboarding and service transitions with knowledge transfer and readiness.

Kenntnisse

Client relationship mgmt

ITIL knowledge

Cross-functional collaboration

Excellent communication

Problem solving

Ausbildung

Bachelor’s degree or equivalent

Tools

ServiceNow

MSP environment

Hybrid/cloud knowledge

Jobbeschreibung

Ensono, a leading managed services provider, seeks a Service Delivery Manager for a remote US role. You will coordinate services, monitor performance, and align delivery with client outcomes across multiple accounts.

The role requires strong ITIL knowledge, client relationship skills, and collaboration with global delivery teams. Travel and on-call duties may apply, with focus on governance and operational excellence.