Senior Service Delivery Manager — Remote & Impact Leader

Ensono; Annapolis (MD); Remote; USD 96,000 - 145,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

Three health plan options

401k with company match

Dental, vision, disability, life and F

Flexible spending accounts

Family Forming Benefit

Paid parental leave

Education Reimbursement

Sabbatical leave

Wellness program

Flexible work schedule

Job summary

Ensono seeks a Senior Service Delivery Manager (Remote, USA) to act as the primary operational advocate across delivery, support, and account teams for complex, multi-service clients. You will lead governance, incident management, and financial activities to align services with business outcomes.

You will drive weekly reviews, client communications, and continuous improvement initiatives while mentoring colleagues and ensuring on-call coverage.

Qualifications

• Bachelor’s degree and at least seven years of related experience 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.
• 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

ITIL knowledge

Stakeholder communication

Budget management

Data-driven decisions

Public speaking

Mentoring

AI tools usage

Client governance

Travel readiness

ServiceNow

Education

Bachelor’s degree

Tools

ServiceNow

AI tooling

Job description

Ensono seeks a Senior Service Delivery Manager (Remote, USA) to act as the primary operational advocate across delivery, support, and account teams for complex, multi-service clients. You will lead governance, incident management, and financial activities to align services with business outcomes.

You will drive weekly reviews, client communications, and continuous improvement initiatives while mentoring colleagues and ensuring on-call coverage.