Senior Service Delivery Lead - Remote

Ensono

Augusta (ME)

Remote

USD 96,000 - 145,000

Full time

7 days ago

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Benefits offered by this job

Unlimited Paid Days Off

Health plan options

401k with company match

Dental & vision coverage

Life and AD&D

Job summary

Ensono is seeking a Senior Service Delivery Manager to act as the primary client advocate across delivery, support, and account teams in a remote US setup. You will lead governance, incident management, and performance reviews, translating data into actionable business insights while driving continuous improvement.

The role requires strong ITIL knowledge, 7+ years in service delivery, stakeholder management, and comfort with AI tools.

Qualifications

Bachelor’s degree and at least seven years of related experience, or equivalent work experience, with demonstrated progression 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.
Proven ability to build trusted relationships, lead governance forums and escalations independently, and communicate effectively with Director-level stakeholders.
Strong analytical and problem-solving skills, including the ability to anticipate risks and turn operational data into business-relevant recommendations.
Financial and commercial acumen, including budget management, consumption reporting, billing validation, and identification of growth opportunities.
Working knowledge of ServiceNow and hybrid technology environments, such as mainframe, infrastructure, cloud, databases, middleware, virtualization, and networking.
Proficient use of AI tools, prompting, and agents to improve productivity and client insights.
Strong executive presentation and public-speaking skills, with the ability to communicate technical topics to technical and non-technical audiences.
Ability to mentor colleagues and contribute to service delivery best practices.
Willingness to travel as required and participate in structured on-call escalation coverage.

Responsibilities

Own end-to-end service delivery for assigned complex, multi-service accounts, ensuring SLAs, SLOs, KPIs, and contractual commitments are met.
Serve as the primary operational contact and trusted advisor for client stakeholders, partnering with the Client Executive and delivery teams.
Lead weekly operational reviews, MBRs, QBRs, and executive briefings; translate service data into clear business insights and recommendations.
Lead major incident governance, escalations, root cause reviews, and corrective action plans with timely, audience-appropriate communication.
Oversee change, release, and maintenance coordination, representing the client perspective and minimizing business disruption.
Maintain governance artifacts, risk registers, Service Improvement Plans, audit readiness, and compliance with Ensono and client requirements.
Manage account financial activities, including budget tracking, forecasting, billing validation, consumption reporting, cost optimization, and identification of growth opportunities.
Use performance trends, client feedback, and Ensono Portal insights to prioritize continuous improvement, automation, resilience, security, and cost-efficiency initiatives.
Coordinate resources and cross-functional dependencies, resolving delivery blockers and aligning skills to account needs.
Support client onboarding and service transitions, ensuring knowledge transfer and operational readiness.
Mentor SDM colleagues, share best practices, and contribute to consistent service delivery standards across the practice.