Remote Service Delivery Manager — IT MSP SLA Expert

Ensono; Salt Lake City (UT); Remote; USD 75,000 - 118,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

Health plan options

401k with company match

Equity grant program

Education Reimbursement

Job summary

Ensono is seeking a Service Delivery Manager to act as the primary operations advocate for assigned clients, coordinating delivery across teams, monitoring performance, and guiding incident response and governance efforts. The role supports onboarding, transitions, and ongoing client satisfaction in a remote-capable, US-based environment.

You will collaborate with client executives and delivery teams, manage SLAs and KPIs, and help drive continuous improvement while also supporting budgeting,

Qualifications

• 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.
• 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

ITIL knowledge

Client relationships

Governance & escalations

Budget tracking

SLA/SLO/KPIs

Cross-functional work

Communication skills

Project coordination

AI tools

Education

Bachelor’s degree

Tools

ServiceNow

Job description

Ensono is seeking a Service Delivery Manager to act as the primary operations advocate for assigned clients, coordinating delivery across teams, monitoring performance, and guiding incident response and governance efforts. The role supports onboarding, transitions, and ongoing client satisfaction in a remote-capable, US-based environment.

You will collaborate with client executives and delivery teams, manage SLAs and KPIs, and help drive continuous improvement while also supporting budgeting,