Senior Service Delivery Leader — Remote

Ensono; Salt Lake City (UT); Remote; USD 96,000 - 145,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

Health plan options

401k with company match

Dental, vision, disability coverage

Job summary

Ensono is seeking a Senior Service Delivery Manager to support remote work across the United States. You will be the primary operational advocate for assigned clients, leading governance, incident management, and continuous improvement across multi-service environments.

You will oversee client reviews, executive communications, financial oversight, and collaboration with delivery teams. The role requires strong ITIL knowledge and experience with ServiceNow, plus the ability to mentor others and

Qualifications

• Bachelor’s degree with seven+ years in service delivery management.
• Experience managing strategic client accounts in MSP or multi-tower IT.
• Strong ITIL knowledge; ITIL certification preferred.
• Proven ability to build trusted relationships and present to senior stakeholders.
• Analytical with ability to translate data into business recommendations.
• Financial acumen including budget management and billing validation.
• Knowledge of ServiceNow and hybrid tech environments.
• Proficient with AI tools to enhance insights.
• Willingness to travel and participate in on-call coverage.

Responsibilities

• Own end-to-end service delivery for complex multi-service accounts ensuring SLAs, SLOs, KPIs met.
• Serve as primary operational contact for client stakeholders, partnering with executives and delivery teams.
• Lead weekly reviews, translate data into clear business recommendations.
• Oversee incident governance, escalations, root-cause analyses, and corrective actions.
• Manage change, release, and maintenance coordination minimizing disruption.
• Maintain governance artifacts, risk registers, and compliance.
• Oversee budget tracking, consumption reporting, and cost optimization.
• Use trends and feedback to drive continuous improvement and efficiency.
• Coordinate resources and cross-functional dependencies to remove blockers.
• Support client onboarding and transitions with knowledge transfer.
• Mentor SDMs and contribute to best practices across the practice.

Skills

ITIL knowledge

Client relationship management

Executive communication

Problem solving

Financial acumen

AI tools familiarity

Public speaking

Mentoring

Education

Bachelor’s degree with 7+ years in service delivery

Tools

ServiceNow

Job description

Ensono is seeking a Senior Service Delivery Manager to support remote work across the United States. You will be the primary operational advocate for assigned clients, leading governance, incident management, and continuous improvement across multi-service environments.

You will oversee client reviews, executive communications, financial oversight, and collaboration with delivery teams. The role requires strong ITIL knowledge and experience with ServiceNow, plus the ability to mentor others and