Remote Service Delivery Manager — Drive SLAs & Client Outcomes

Ensono; Salem (OR); 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 insurance

Family Forming Benefit including fert/

Paid parental leave

Education Reimbursement

Sabbatical leave

Wellness program

Flexible work schedule

Job summary

Ensono is seeking a Service Delivery Manager to act as the primary operational advocate for assigned client accounts. The role involves coordinating services across delivery, support, and account teams, monitoring performance, and guiding onboarding and transitions.

The ideal candidate has ITIL knowledge, ServiceNow experience, and strong communication to manage SLAs, KPIs, and escalations while supporting budget tracking and governance across global teams.

Qualifications

• Bachelor’s degree and at least four years of related experience, or equivalent work in service delivery or IT operations.
• Experience supporting client accounts in an MSP or complex IT environment.
• Knowledge of ITIL service management; ITIL certification is preferred.
• Ability to build client relationships, govern operations, and manage routine escalations.
• Strong organizational, analytical, and problem-solving skills with tracking abilities.
• Knowledge of budget tracking, consumption reporting, and billing validation.
• Knowledge of ServiceNow and hybrid environments (mainframe, cloud, networks, etc.).
• Knowledge of AI tools, prompting, and agents to boost productivity.
• Strong written, presentation, and verbal communication; explain technical topics clearly.
• Ability to work across matrixed, cross-functional, and global delivery teams.
• Willingness to travel and participate in on-call escalation.

Responsibilities

• Manage day-to-day service delivery for assigned accounts, monitoring SLAs, SLOs, KPIs, and commitments.
• Serve as the primary operational contact for client stakeholders with delivery teams.
• Facilitate weekly operational reviews and support MBRs and QBRs with clear metrics and actions.
• Coordinate incident communications, escalations, RCAs, and follow-up actions with delivery teams.
• Support change, release, and maintenance coordination and client impact communications.
• Maintain governance artifacts, action logs, risk registers, and audit documentation.
• Support account financials, including billing validation and consumption reporting.
• Use trends and client feedback to identify continuous improvement opportunities.
• Coordinate cross-functional resources and escalate blockers as needed.
• Assist onboarding and service transitions with knowledge transfer and readiness.

Skills

Client relationship management

Stakeholder communication

Cross-functional collaboration

Analytical problem-solving

Governance & KPI tracking

Budget & billing support

ITIL knowledge

ServiceNow knowledge

AI tools & automation awareness

Travel readiness / on-call

Education

Bachelor’s degree in a related field

Tools

ServiceNow

ITIL

AI tools prompting

Job description

Ensono is seeking a Service Delivery Manager to act as the primary operational advocate for assigned client accounts. The role involves coordinating services across delivery, support, and account teams, monitoring performance, and guiding onboarding and transitions.

The ideal candidate has ITIL knowledge, ServiceNow experience, and strong communication to manage SLAs, KPIs, and escalations while supporting budget tracking and governance across global teams.