Senior Service Delivery Manager - Remote MSP Leadership

Ensono; Salem (OR); Remote; USD 96.000 - 145.000; Vollzeit

Benefits dieser Stelle

Unlimited Paid Days Off

Three health plan options

401k with company match

Dental, vision, disability, life andAD

Family Forming Benefit including Fert力

Paid parental leave

Education Reimbursement or StudentLoan

Sabbatical leave

Wellness program

Flexible work schedule

Zusammenfassung

Ensono is seeking a Senior Service Delivery Manager (Remote) to act as the primary operational advisor for assigned clients across multi-service environments. You will own end-to-end service delivery, lead governance forums, and drive continuous improvement while managing budgets and client relationships.

Role requires seven+ years in service delivery, ITIL knowledge, and strong executive communication. Some travel and on-call coverage are expected; remote work is supported across the United

Qualifikationen

• 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 IT environment.
• Strong ITIL service management knowledge; ITIL certification is preferred.
• Proven ability to lead governance forums and escalations independently, and communicate with Director-level stakeholders.
• Strong analytical and problem-solving skills; ability to turn operational data into business-relevant recommendations.
• Financial and commercial acumen, including budget management, consumption reporting, billing validation, and growth opportunities.
• Working knowledge of ServiceNow and hybrid technology environments.
• Proficient use of AI tools, prompting, and agents to improve productivity and client insights.
• Strong executive presentation and public-speaking skills.
• Ability to mentor colleagues and contribute to service delivery best practices.
• Willingness to travel and participate in on-call escalation coverage.

Aufgaben

• Own end-to-end service delivery for assigned complex accounts; ensure SLAs and KPIs are met.
• Serve as the primary operational contact and trusted advisor for client stakeholders.
• Lead weekly reviews (MBRs, QBRs) and translate data into insights and recommendations.
• Lead incident governance, escalations, root-cause analysis, and action plans.
• Oversee change, release, and maintenance coordination; minimize business disruption.
• Maintain governance artifacts, risk registers, and audit readiness.
• Manage account financial activities including budgeting, forecasting, and billing validation.
• Use performance trends to prioritize continuous improvement initiatives.
• Coordinate resources and dependencies to resolve blockers.
• Support client onboarding and service transitions; ensure knowledge transfer.
• Mentor SDMs and contribute to delivery standards across the practice.

Kenntnisse

Relationship building

Governance leadership

Executive communication

Analytical skills

Financial acumen

ServiceNow

AI tooling

Public speaking

Travel willingness

Client governance

Ausbildung

Bachelor’s degree

Tools

ITIL certification

ServiceNow

Jobbeschreibung

Ensono is seeking a Senior Service Delivery Manager (Remote) to act as the primary operational advisor for assigned clients across multi-service environments. You will own end-to-end service delivery, lead governance forums, and drive continuous improvement while managing budgets and client relationships.

Role requires seven+ years in service delivery, ITIL knowledge, and strong executive communication. Some travel and on-call coverage are expected; remote work is supported across the United