Senior Service Delivery Manager - Remote (US)

Ensono; Atlanta (GA); Remote; USD 96,000 - 145,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

401k with company match

Education Reimbursement

Sabbatical leave

Flexible benefits

Job summary

Ensono is seeking a Senior Service Delivery Manager to drive end-to-end service delivery for complex multi-service clients across the United States. This role partners with client executives and delivery teams to ensure SLAs, KPIs, and business outcomes are met.

You will lead incident governance, change management, and governance artifacts while mentoring SDM colleagues and pursuing continuous improvement with automation and resilience focus.

Qualifications

• Bachelor’s degree or equivalent with progression in service delivery management.
• Experience managing strategic client accounts in MSP or multi-tower IT environments.
• Strong ITIL knowledge; ITIL certification is preferred.
• Proven ability to build trusted client relationships and lead governance independently.
• Ability to translate service data into actionable business insights.

Responsibilities

• Own end-to-end service delivery for complex multi-service accounts with SLA/SLO/KPI adherence.
• Act as primary operational contact with client stakeholders and delivery teams.
• Lead weekly reviews and executive briefings; translate data into insights and recommendations.
• Oversee incident governance, root cause analysis and action plans.
• Coordinate change, release, and maintenance with minimal business disruption.
• Maintain governance artifacts, risk registers, and compliance.
• Manage account financials including budgeting, forecasting and billing validation.
• Identify growth opportunities and optimize costs via analytics and reporting.
• Mentor colleagues and promote best practices across the team.
• Support onboarding and service transitions to ensure operational readiness.

Skills

ITIL

ServiceNow

Relationship management

Governance

Executive communication

Data-driven decisions

Budget management

Incident management

Change and release

Automation awareness

Education

Bachelor’s degree

Tools

ITIL framework

Job description

Ensono is seeking a Senior Service Delivery Manager to drive end-to-end service delivery for complex multi-service clients across the United States. This role partners with client executives and delivery teams to ensure SLAs, KPIs, and business outcomes are met.

You will lead incident governance, change management, and governance artifacts while mentoring SDM colleagues and pursuing continuous improvement with automation and resilience focus.