Remote Service Delivery Manager - MSP Excellence

Ensono; Santa Fe (NM); 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, life andAD

Fertility coverage and adoption/surrog

Paid parental leave

Education reimbursement / Student loan

529 College Funding

Sabbatical leave

Wellness program

Flexible work schedule

Job summary

Ensono is seeking a Service Delivery Manager to act as the primary operations advocate for assigned US accounts. The role supports cross-functional delivery, monitoring SLAs, and coordinating incident responses while aligning delivery with client expectations.

The SDM will facilitate governance reviews, manage escalations, and contribute to budget tracking and reporting. A strong ITIL background and ability to work remotely across the US are essential.

Qualifications

• Bachelor’s degree and at least four years of related 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.
• 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 (mainframe, infrastructure, cloud, databases, etc.).
• 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 diverse audiences.
• Ability to work effectively across matrixed, cross-functional, and global delivery teams.
• Willingness to travel 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 with 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, managing client impact and 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.
• Support client onboarding and service transitions, including knowledge transfer and operational readiness.

Skills

Client relationships

Escalation management

Governance

Analytical skills

Problem solving

Risk tracking

Budget tracking

Billing validation

Consumption reporting

AI tools

Prompting

Agents

Communication

Presentation skills

Verbal communication

Cross-functional collaboration

Travel willingness

On-call escalation

Education

Bachelor’s degree or equivalent in related field

ITIL certification

Tools

ServiceNow

Job description

Ensono is seeking a Service Delivery Manager to act as the primary operations advocate for assigned US accounts. The role supports cross-functional delivery, monitoring SLAs, and coordinating incident responses while aligning delivery with client expectations.

The SDM will facilitate governance reviews, manage escalations, and contribute to budget tracking and reporting. A strong ITIL background and ability to work remotely across the US are essential.