Remote Service Delivery Manager – MSP Leader, Unlimited PTO

Ensono; Chicago (IL); Remote; USD 75,000 - 118,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

Health plan options

401k with company match

Dental, vision, disability, life and A

AD&D coverage

Education Reimbursement

Job summary

Ensono is seeking a Service Delivery Manager (SDM) for the United States. The SDM is the primary operational advocate for assigned clients, coordinating contracted services, monitoring performance, supporting issue resolution, and aligning day-to-day delivery with client expectations and business outcomes.

Responsibilities include managing day-to-day service delivery, acting as the primary operational contact with client stakeholders, facilitating reviews, coordinating incidents, supporting

Qualifications

• Bachelor’s degree and ≥4 years in service delivery or IT operations.
• Experience supporting client accounts in MSP or complex IT.
• Working knowledge of ITIL; ITIL certification preferred.
• Ability to build client relationships, facilitate governance, and manage escalations.

Responsibilities

• Manage day-to-day service delivery, monitor 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 actions.
• Coordinate incident communications, escalations, root-cause reviews, and follow-up actions.
• Support change, release, and maintenance coordination and client impact management.
• Maintain governance artifacts, action logs, risk registers, and audit documentation.
• Support account financial activities, including billing validation and consumption reporting.
• Use performance trends and client feedback to drive continuous improvement.

Skills

ITIL

Client relations

Budget tracking

ServiceNow

AI tools

Communication

Travel/on-call

Education

Bachelor’s degree

Tools

ServiceNow

AI tools

Hybrid environments

Job description

Ensono is seeking a Service Delivery Manager (SDM) for the United States. The SDM is the primary operational advocate for assigned clients, coordinating contracted services, monitoring performance, supporting issue resolution, and aligning day-to-day delivery with client expectations and business outcomes.

Responsibilities include managing day-to-day service delivery, acting as the primary operational contact with client stakeholders, facilitating reviews, coordinating incidents, supporting