Senior Service Delivery Leader – MSP Operations & Governance

Ensono; Downers Grove (IL); Remote; USD 96,000 - 145,000; Full time

Benefits offered by this job

Unlimited PTO

Health plan options

401k with company match

Education reimbursement

Sabbatical leave

Wellness program

Job summary

Ensono is seeking a Senior Service Delivery Manager to own end-to-end service delivery for complex, multi-service accounts. You will ensure SLAs, SLOs, KPIs, and contractual commitments are met while acting as the client’s trusted operational advisor and collaborating across delivery, support, and account teams.

You will lead governance forums, incident management, change coordination, and continuous improvement initiatives, partnering with executives and stakeholders to deliver business

Qualifications

• Bachelor’s degree and 7+ years in service delivery management.
• Experience managing strategic client accounts in an MSP or complex IT environment.
• Strong ITIL knowledge; ITIL certification preferred.
• Proven ability to mentor colleagues and communicate with Director-level stakeholders.
• Financial and commercial acumen including budgeting, reporting and cost optimization.
• Proficient in ServiceNow and hybrid IT environments.

Responsibilities

• Own end-to-end service delivery for assigned accounts, meeting SLAs and KPIs.
• Serve as primary operational contact for client stakeholders and delivery teams.
• Lead weekly reviews (MBR, QBR) and translate data into business insights.
• Lead incident governance, root-cause analyses, and corrective actions.
• Oversee change and release coordination, minimizing business disruption.
• Maintain governance artifacts, risk registers, and audit readiness.
• Manage account financial activities including budgeting, forecasting, and billing validation.
• Drive continuous improvement, automation, resilience and cost-efficiency initiatives.
• Coordinate resources and cross-functional dependencies to remove blockers.
• Support client onboarding and service transitions; ensure knowledge transfer.
• Mentor SDM colleagues and contribute to delivery standards.

Skills

ITIL

Stakeholder Mgmt

Budget Mgmt

Governance

Risk Mgmt

ServiceNow

Executive Communication

Education

Bachelor's degree

Tools

ServiceNow

Job description

Ensono is seeking a Senior Service Delivery Manager to own end-to-end service delivery for complex, multi-service accounts. You will ensure SLAs, SLOs, KPIs, and contractual commitments are met while acting as the client’s trusted operational advisor and collaborating across delivery, support, and account teams.

You will lead governance forums, incident management, change coordination, and continuous improvement initiatives, partnering with executives and stakeholders to deliver business