Senior Service Delivery Manager - Central Time person preferred or Dallas / Remote

Ensono; United States; Remote; USD 100,000 - 165,000; Full time

Job summary

An established industry player is seeking a Senior Service Delivery Manager to enhance client relationships and ensure exceptional service delivery. This role involves acting as a client advocate, coordinating with internal teams, and managing operational risks to optimize client experiences. The ideal candidate will have a strong background in IT Service Management and a deep understanding of ITIL principles. The company promotes a collaborative environment, offering flexibility in work locations and a range of benefits designed to support employee well-being and professional growth. Join a team where you can make a significant impact on client success and your career.

Benefits

Unlimited Paid Days Off

Health Plan Options

401k with Company Match

Paid Maternity Leave

Education Reimbursement

Wellness Program

Qualifications

• 5+ years of IT Service Management experience in a client-facing role.
• In-depth knowledge of escalation procedures and incident management.

Responsibilities

• Acts as a client advocate and point of escalations for service delivery needs.
• Coordinates with cross-functional teams to ensure service levels are achieved.

Skills

IT Service Management

Client Advocacy

Incident Management

ITIL Principles

Cloud Computing

Networking

Job description

Senior Service Delivery Manager – Central Time person preferred or Dallas / Remote

Careers

Senior Service Delivery Manager – Central Time person preferred or Dallas / Remote

Remote - United States JR011766

Primary Responsibilities:

• Acts as a client advocate and a point of escalations for client service delivery needs.
• Coordinates internally acrossEnsonowith cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensono’s’ operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met.
• Actively identifies, captures, and communicates operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries.
• Partners with assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the client’s business outcomes. This may include analyzing the health/wellness of the client’s environment, data on incidents/SLAs.
• Educates the operational team in understanding how clients utilize Ensono services in support of their business.
• Provides technical support or training onEnsonoproducts(i.e., client portal)by coordinating with internal SMEs and support organizations.
• Builds relationships across the client’s organization to confirm the right level of participation across IT and the business to drive success and achieve the client’s outcomes.
• Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
• Uses operational health and KPIs to identify and communicate risks and insights to the client and Ensono senior leadership.
• Provides executive level communication for critical business impacting events, account updates, and service improvement plans.
• Delivers, executes, and monitors service improvement plans (SIP) across all Ensono operational delivery.
• Collaborates with the Client Engagement Executive (Sales) to build a strong account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client’s overall contractual relationship.
• Manages critical client issues/incidentsvia an ITSM based approach, communicating the client’s expectations, and ensuring coordination across the Ensono team to deliver.
• Assesses account performance throughEnsono’sClient Health Dashboard and works across Ensono teams to manage client challenges and deliver high quality service to each client.
• Acts as a product advocate and provides guidance and recommendations to clients, strengthening the relationship as well as exceeding expectations.
• Establishes and leads operational meetings focused on ITSM governance and SLA adherence.

We want all new Associates to succeed in their roles at Ensono. That’s why we’ve outlined the job requirements below. To be considered for this role, it’s important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.

Required Qualifications

• 5+ years of IT Service Management experience in a client-facing role
• Operational ability in diverse, large-scale, multi-platform, outsourced environments
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Proficient understanding ofITIL (Information Technology Infrastructure Library) principles
• Demonstrated understanding of any of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking

Willing to travel as required (e.g., client service reviews at client site)

Why Ensono?

Ensono is a place to make better happen – for our clients and for your career. You can do great things through innovation or collaboration, by learning or volunteering, or to promote diversity and inclusion. You can do great things for your own health or for a healthier planet. Whatever it means to you to do great things we want Ensono to be the place you can do it.

We are a client-facing business, but we do encourage clients to allow us to work remotely most of the time so if you are not required to be on a client site, you can choose to work from home or in our Ensono offices.

Some of our benefits include:

• Unlimited Paid Days Off
• Three health plan options through Blue Cross Blue Shield
• 401k with company match
• Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts
• Paid Maternity Leave, Paternity Leave, and Sabbatical Leave
• Education Reimbursement, Student Loan Assistance or 529 College Funding
• Enhanced fertility coverage
• Wellness program
• Depending on location, ability to take advantage of fitness centers

As of the date of this posting, a good faith estimate of the current pay scale for this role is $100,000 to $165,000 annually based on a full-time schedule. Please note that placement in the range may vary based on numerous factors including but not limited to skills, experience, internal equity, and business needs. In addition to base salary, other compensation programs, depending on eligibility, include an annual bonus plan based on company and individual performance, and an equity grant under our Associate Equity Appreciation Program.

Ensono is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment to our Associates and building a diverse and inclusive workforce. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or other legally protected basis, in accordance with applicable law.

Pay transparency nondiscrimination statement/posting OFCCP’s pay transparency policy can be found on OFCCP’s website .

If you need accommodation at any point during the application or interview process, please let your recruiter know or email [e-mail] .

Explore additional openings with our team, and apply today.

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