Remote Service Delivery Leader for MSPs

Ensono; Richmond (VA); 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

Parental leave

Education Reimbursement

Sabbatical leave

Wellness program

Flexible work schedule

Zusammenfassung

Ensono is seeking a Service Delivery Manager to be the primary operational advocate for assigned clients in a remote US setting. You will coordinate delivery across teams, monitor performance, and support incident management and governance activities.

The role requires strong ITIL knowledge, ServiceNow experience, and ability to travel as needed. We offer a comprehensive benefits package and substantial career opportunities within a client-facing, remote-friendly environment.

Qualifikationen

• Bachelor’s degree plus 4+ years in service delivery, client services, or IT ops.
• Experience supporting client accounts in MSP or complex IT environments.
• ITIL knowledge; ITIL certification preferred.
• Ability to build client relationships and manage escalations.
• Strong organizational, analytical, and problem-solving skills.
• Knowledge of budget tracking, consumption reporting, and billing validation.
• Experience with ServiceNow in hybrid IT environments.
• Familiar with AI tools to improve productivity and insights.
• Excellent written, presentation, and verbal communication.
• Ability to collaborate across matrixed, global teams.
• Willingness to travel and participate in on-call escalation.

Aufgaben

• Manage day-to-day service delivery, monitor SLAs, SLOs, KPIs, and commitments.
• Serve as primary operational contact for client stakeholders.
• Facilitate weekly operational reviews and support MBRs and QBRs.
• Coordinate incident communications and root cause reviews.
• Support change, release, and maintenance coordination.
• Maintain governance artifacts, risk registers, and SIPs.
• Support account financial activities: billing validation and reporting.
• Use performance trends and client feedback to identify improvements.
• Coordinate cross-functional resources and escalate blockers.
• Support client onboarding and service transitions.

Kenntnisse

MSP experience

ITIL knowledge

Client relationships

Governance management

Escalations management

Organizational skills

Budget tracking

ServiceNow

Hybrid environments

AI tools

Communication skills

Cross-functional teamwork

Travel readiness

On-call readiness

Ausbildung

Bachelor’s degree

Jobbeschreibung

Ensono is seeking a Service Delivery Manager to be the primary operational advocate for assigned clients in a remote US setting. You will coordinate delivery across teams, monitor performance, and support incident management and governance activities.

The role requires strong ITIL knowledge, ServiceNow experience, and ability to travel as needed. We offer a comprehensive benefits package and substantial career opportunities within a client-facing, remote-friendly environment.