Senior Service Delivery Leader | Remote MSP

Ensono; Nashville (TN); 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, life & AD&

Family Forming Benefit

Paid leave

Education Reimbursement

Sabbatical

Wellness program

Flexible work schedule

Job summary

Ensono seeks a Senior Service Delivery Manager to act as the primary operational advocate for assigned clients, shaping governance, performance, and continuous improvement across complex multi-service environments.

You will lead incident governance, change coordination, and executive briefings while driving cost optimization and client satisfaction through data-driven insights and cross-functional collaboration.

Qualifications

• Bachelor’s degree and at least seven years of related experience, or equivalent work experience.
• 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.

Skills

Bachelor's degree

7+ years exp

ITIL knowledge

Executive communication

Analytical skills

Financial acumen

ServiceNow

AI tools

Public speaking

Mentoring

Travel flexibility

Education

Bachelor's degree

Tools

ServiceNow

Job description

Ensono seeks a Senior Service Delivery Manager to act as the primary operational advocate for assigned clients, shaping governance, performance, and continuous improvement across complex multi-service environments.

You will lead incident governance, change coordination, and executive briefings while driving cost optimization and client satisfaction through data-driven insights and cross-functional collaboration.