Remote Service Delivery Manager

Ensono; Topeka (KS); Remote; USD 75,000 - 118,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

Health plan options

401k with company match

Education Reimbursement

Job summary

Ensono is seeking a Service Delivery Manager to be the primary operational advocate for assigned clients in a remote-first US role. You will coordinate services across delivery, support, and account teams, monitor SLAs/SLOs, and drive continuous improvement in service performance.

The role requires a bachelor’s degree with four years of related experience, ITIL knowledge, and strong communication skills to liaise with client stakeholders.

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.

Skills

Client relationship management

Operational governance

Analytical thinking

Communication skills

Cross-functional collaboration

On-call readiness

Education

Bachelor’s degree or equivalent

4+ years in service delivery/IT operations

Tools

ITIL

ServiceNow

Job description

Ensono is seeking a Service Delivery Manager to be the primary operational advocate for assigned clients in a remote-first US role. You will coordinate services across delivery, support, and account teams, monitor SLAs/SLOs, and drive continuous improvement in service performance.

The role requires a bachelor’s degree with four years of related experience, ITIL knowledge, and strong communication skills to liaise with client stakeholders.