Senior Service Delivery Leader - Remote MSP Governance

Ensono; Topeka (KS); A distancia; USD 96.000 - 145.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Unlimited Paid Days Off

401k with company match

Education Reimbursement

Sabbatical leave

Flexible work schedule

Descripción de la vacante

Ensono is seeking a Senior Service Delivery Manager to act as the primary operational advocate for assigned clients in a remote United States role. You will lead governance, incident response, and cross-functional coordination to ensure SLAs and business outcomes are met.

You will partner with client executives and delivery teams, drive weekly reviews, and translate service metrics into actionable recommendations.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

ITIL knowledge

Executive communication

Analytical thinking

Financial acumen

Mentoring

Educación

Bachelor’s degree

Herramientas

ServiceNow

AI tools

Descripción del empleo

Ensono is seeking a Senior Service Delivery Manager to act as the primary operational advocate for assigned clients in a remote United States role. You will lead governance, incident response, and cross-functional coordination to ensure SLAs and business outcomes are met.

You will partner with client executives and delivery teams, drive weekly reviews, and translate service metrics into actionable recommendations.