Remote Service Delivery Lead – MSP & ITIL Expert

Ensono; Providence (RI); Remote; USD 75,000 - 118,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

Three health plan options

401k with company match

Dental, vision, disability, life and A

Job summary

Ensono is seeking a Service Delivery Manager to act as the primary operational advocate for assigned clients, coordinating across delivery, support, and account teams to ensure delivery aligns with client expectations and business outcomes.

You will manage day-to-day service delivery, monitor SLAs/SLOs/KPIs, and support incident communications, change coordination, and governance artifacts. Remote work is encouraged with some travel.

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.
• Ability to build effective client relationships, facilitate operational governance, and manage routine escalations with appropriate support.
• Strong organizational, analytical, and problem-solving skills, with the ability to track actions, risks, and service performance.
• Working knowledge of budget tracking, consumption reporting, and billing validation.
• Working knowledge of ServiceNow and hybrid technology environments, such as mainframe, infrastructure, cloud, databases, middleware, virtualization, and networking.
• Working knowledge of AI tools, prompting, and agents to improve productivity and client insights.
• Strong written, presentation, and verbal communication skills, with the ability to explain technical topics to technical and non-technical audiences.
• Ability to work effectively across matrixed, cross-functional, and global delivery teams.
• Willingness to travel as required and participate in structured 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 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, Service Improvement Plans, and audit documentation.
• Support account financial activities, including billing validation, consumption reporting, budget tracking, and cost optimization.
• Use performance trends, client feedback, and Ensono Portal insights to identify and track 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.

Education

Bachelor’s degree and at least four years of related experience

Tools

ServiceNow

ITIL knowledge

AI tools familiarity

Job description

Ensono is seeking a Service Delivery Manager to act as the primary operational advocate for assigned clients, coordinating across delivery, support, and account teams to ensure delivery aligns with client expectations and business outcomes.

You will manage day-to-day service delivery, monitor SLAs/SLOs/KPIs, and support incident communications, change coordination, and governance artifacts. Remote work is encouraged with some travel.