Senior MSP Service Delivery Leader (Remote)

Ensono; Trenton (NJ); Remote; USD 96,000 - 145,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

Three health plan options

401k with company match

Dental, vision, disability, life and A

Fertility coverage and adoption/surrog

Job summary

Ensono is seeking a Senior Service Delivery Manager to drive end-to-end service delivery for complex, multi-service accounts in a remote United States role. You will lead governance, performance management, escalations, risk management, and continuous improvement across client engagements.

In this client-facing senior position, you will partner with client executives and delivery teams, oversee weekly reviews and governance artifacts, and mentor other SDMs while identifying growth opportunities

Qualifications

• Bachelor’s degree and at least seven years of related experience in service delivery management.
• Experience managing strategic client accounts in an MSP or complex, multi-tower IT environment.
• Strong knowledge of ITIL service management principles; ITIL certification is preferred.
• Ability to build trusted relationships, lead governance forums and escalations, and communicate with Director-level stakeholders.
• Analytical and problem-solving skills to translate operational data into business recommendations.
• Financial and commercial acumen including budget management and growth opportunity identification.
• Experience with ServiceNow and hybrid technology environments plus AI tools usage.
• Strong executive presentation and public-speaking skills; ability to communicate to technical and non-technical audiences.
• Ability to mentor colleagues and contribute to service delivery best practices.
• Willingness to travel and participate in on-call escalation coverage.

Responsibilities

• Own end-to-end service delivery for complex, multi-service accounts and meet SLAs, SLOs, and KPIs.
• Serve as primary operational contact and trusted advisor for client stakeholders.
• Lead weekly operational reviews, MBRs, QBRs, and executive briefings with clear insights.
• Oversee major incident governance, root cause reviews, and timely communication.
• Manage change, release, and maintenance coordination from the client perspective.
• Maintain governance artifacts, risk registers, and compliance readiness.
• Manage account financial activities including budget tracking and consumption reporting.
• Use performance trends and client feedback to drive continuous improvement and cost-efficiency.
• Coordinate resources and resolve blockers; support client onboarding and transitions.
• Mentor SDM colleagues and promote consistent service delivery standards.

Skills

ITIL knowledge

Executive communication

Governance leadership

Client relationship

Financial acumen

ServiceNow

Hybrid tech environments

AI tools usage

Stakeholder management

Travel readiness

Education

Bachelor’s degree

Tools

ServiceNow

Job description

Ensono is seeking a Senior Service Delivery Manager to drive end-to-end service delivery for complex, multi-service accounts in a remote United States role. You will lead governance, performance management, escalations, risk management, and continuous improvement across client engagements.

In this client-facing senior position, you will partner with client executives and delivery teams, oversee weekly reviews and governance artifacts, and mentor other SDMs while identifying growth opportunities