Senior Service Delivery Leader - Remote MSP Expert

Ensono; Richmond (VA); Remote; USD 96,000 - 145,000; Full time

Benefits offered by this job

Unlimited PTO

Health plan options

401k with company match

Dental, vision, disability, life and A

Dependent care or FSA

Fertility coverage

Paid parental leave

Education reimbursement

Sabbatical

Wellness program

Flexible schedule

Job summary

Ensono is seeking a Senior Service Delivery Manager to drive end-to-end service delivery for multi-service accounts in a remote US setting. You’ll lead governance, performance reviews, escalations, and continuous improvement across complex environments while partnering with client executives.

You will manage incidents, change coordination, and financials, ensuring client outcomes align with contractual commitments.

Qualifications

• Bachelor's degree or equivalent with progression in service delivery management.
• Experience leading strategic client accounts in MSP or complex IT environments.
• Strong ITIL knowledge; ITIL certification preferred.
• Proven ability to build trusted relationships, lead governance forums, and communicate with Directors.
• Strong analytical and problem-solving skills for turning data into recommendations.
• Financial and commercial acumen including budgeting, reporting, and growth identification.
• Knowledge of hybrid environments and IT infrastructure concepts.
• Proficiency with AI tools and using prompts to gain insights.
• Strong executive communication and public-speaking skills.
• Ability to mentor colleagues and drive best practices.
• Willingness to travel and participate in on-call escalation.

Responsibilities

• Own end-to-end service delivery for complex, multi-service accounts ensuring SLAs/SLOs and KPIs are met.
• Serve as the primary operational contact for client stakeholders.
• Lead weekly operational reviews, MBRs, and QBRs with clear insights and recommendations.
• Oversee incident governance, escalations, root-cause analyses, and corrective actions.
• Coordinate change, release, and maintenance to minimize business disruption.
• Maintain governance artifacts, risk registers, and compliance artifacts.
• Manage account financials, including budgeting, forecasting, billing validation, and cost optimization.
• Use performance data to drive continuous improvement and cost-efficiency initiatives.
• Coordinate resources and resolve delivery blockers across cross-functional teams.
• Support client onboarding and service transitions with knowledge transfer.
• Mentor SDM colleagues and promote delivery standards across the practice.

Skills

ITIL knowledge

Governance

Client management

Analytical thinking

Public speaking

Financial acumen

AI tooling

Education

Bachelor's degree

Tools

ServiceNow

Hybrid/multi-cloud

Job description

Ensono is seeking a Senior Service Delivery Manager to drive end-to-end service delivery for multi-service accounts in a remote US setting. You’ll lead governance, performance reviews, escalations, and continuous improvement across complex environments while partnering with client executives.

You will manage incidents, change coordination, and financials, ensuring client outcomes align with contractual commitments.