Remote Service Delivery Manager for MSP & Clients

Ensono; Atlanta (GA); Remote; USD 75.000 - 118.000; Vollzeit

Benefits dieser Stelle

Unlimited PTO

Health plans

401k with match

Dental, vision, disability insurance

Family forming benefit

Paid parental leave

Education reimbursement

Sabbatical

Wellness program

Flexible schedule

Zusammenfassung

Ensono is seeking a Service Delivery Manager to act as the primary operational advocate for assigned clients. This remote role supports across delivery, support, and account teams, coordinating services, monitoring performance, and guiding day-to-day delivery toward client outcomes.

The role requires ITIL knowledge, strong communication, and collaboration across global teams. You will track SLAs, budgets, and governance artifacts while enabling onboarding, incident management, and continuous

Qualifikationen

• Bachelor’s degree and at least four years of related experience, or equivalent work 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.

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 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.

Kenntnisse

ITIL knowledge

Client relationship management

Cross-functional collaboration

Operational governance

Problem solving

Budget tracking

Billing validation

On-call readiness

Travel flexibility

Ausbildung

Bachelor’s degree

Tools

ServiceNow

Mainframe

Cloud

Databases

Middleware

Virtualization

Networking

Jobbeschreibung

Ensono is seeking a Service Delivery Manager to act as the primary operational advocate for assigned clients. This remote role supports across delivery, support, and account teams, coordinating services, monitoring performance, and guiding day-to-day delivery toward client outcomes.

The role requires ITIL knowledge, strong communication, and collaboration across global teams. You will track SLAs, budgets, and governance artifacts while enabling onboarding, incident management, and continuous