Remote Service Delivery Manager – IT Ops & Client Success

Ensono; Houston (TX); 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, short/long-term disab,

life and AD&D coverage

Family Forming Benefit incl fertility,

Paid parental leave

Education Reimbursement

Sabbatical leave

Wellness program

Flexible work schedule

Job summary

Ensono is seeking a Service Delivery Manager for remote work in the United States. The role focuses on coordinating contracted services, monitoring performance, and aligning delivery with client outcomes across delivery, support, and account teams.

Requirements include a bachelor’s degree and 4+ years in service delivery or IT operations, familiarity with ITIL, and knowledge of ServiceNow. This client-facing position involves travel and on-call coverage, with a comprehensive benefits package.

Qualifications

• Bachelor’s degree and at least four years of related experience in service delivery, client services, or IT operations.

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.

Education

Bachelor’s degree

Tools

ServiceNow

Job description

Ensono is seeking a Service Delivery Manager for remote work in the United States. The role focuses on coordinating contracted services, monitoring performance, and aligning delivery with client outcomes across delivery, support, and account teams.

Requirements include a bachelor’s degree and 4+ years in service delivery or IT operations, familiarity with ITIL, and knowledge of ServiceNow. This client-facing position involves travel and on-call coverage, with a comprehensive benefits package.