Remote Service Delivery Manager for MSP & IT Ops

Ensono; Annapolis (MD); Remote; USD 75,000 - 118,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

401k with company match

Education Reimbursement

Job summary

Ensono is seeking a Remote Service Delivery Manager to act as the primary operational advocate for assigned US accounts. You’ll coordinate contracted services, monitor performance, and align day-to-day delivery with client outcomes while collaborating with delivery, support, and account teams.

The role requires ITIL knowledge, strong communication, and the ability to work across global teams. Remote work is common, with travel as needed and participation in on-call coverage.

Qualifications

• Bachelor’s degree and at least four years of related experience in service delivery or IT operations.
• Experience supporting client accounts in an MSP or complex IT environment.
• Working knowledge of ITIL service management; ITIL certification preferred.
• Ability to build effective client relationships and manage routine escalations.
• Strong organizational, analytical, and problem-solving skills; track actions, risks, and service performance.
• Working knowledge of budget tracking, consumption reporting, and billing validation.
• Knowledge of ServiceNow and hybrid technology environments (mainframe, infrastructure, cloud, networks).
• Knowledge of AI tools and prompting to improve productivity.
• Strong written, presentation, and verbal communication; able to explain tech to varied audiences.
• Ability to work across matrixed, cross-functional, and global delivery teams; travel/on-call willingness.

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 with clear service metrics and action items.
• Coordinate incident communications, escalations, root cause reviews, and follow-up actions with delivery teams.
• Support change, release, and maintenance coordination, managing client impact and stakeholder communication.
• Maintain governance artifacts, action logs, risk registers, SIPs, 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 improvements.
• Coordinate cross-functional resources and dependencies, escalating blockers as needed.
• Support client onboarding and service transitions, including knowledge transfer and readiness.

Skills

ITIL knowledge

Client relationships

Budget tracking

Billing validation

ServiceNow

Cloud & infrastructure

AI tools use

Communication skills

Cross-functional teamwork

On-call readiness

Travel readiness

Education

Bachelor’s degree in related field

Tools

ServiceNow

Job description

Ensono is seeking a Remote Service Delivery Manager to act as the primary operational advocate for assigned US accounts. You’ll coordinate contracted services, monitor performance, and align day-to-day delivery with client outcomes while collaborating with delivery, support, and account teams.

The role requires ITIL knowledge, strong communication, and the ability to work across global teams. Remote work is common, with travel as needed and participation in on-call coverage.