Service Delivery Manager (Fully Remote)

Insentra Group; United States; Remote; USD 85,000 - 125,000; Full time

Benefits offered by this job

Flexible work environment

Career development resources

Great Place to Work certification

Job summary

Insentra is seeking a service delivery professional in the United States to own client experiences across multiple accounts and drive ongoing service performance. You will lead governance conversations, manage SLA metrics, and coordinate with technical teams to resolve issues and continuously improve delivery.

The ideal candidate brings 3–6 years in IT service delivery or client-facing managed services, with strong ITSM and escalation skills, plus a proactive, process-driven mindset and

Qualifications

• 3-6 years in service delivery, IT account management, or client-facing managed services.
• Strong understanding of ITSM and SLA frameworks, with incident prioritization and reporting.
• Experience managing client relationships at governance level with escalation handling.

Responsibilities

• Own the client experience across a portfolio of accounts and drive service performance.
• Manage SLA performance, escalations, and service recovery with clear communication.
• Coordinate with technical teams and practice leads to drive continuous service improvement.

Skills

Service delivery

IT account management

Governance & escalation

ITSM & SLA frameworks

Client relationship management

Analytical problem-solving

Interpersonal & communication

Self-starter / process-building

Job description

• You'll own the client experience across a portfolio of accounts, driving service performance and leading governance conversations.
• You'll manage SLA performance, escalations, and service recovery with clear communication and calm ownership.
• You'll coordinate with technical teams and practice leads to resolve issues and drive continuous service improvement.

Skills & Experience:

• 3-6 years in service delivery, IT account management, or a client-facing managed services role.
• Strong understanding of ITSM and SLA frameworks, including incident priorities and service reporting.
• Experience managing client relationships at a governance level with confident escalation handling.

About You:

• Aligned with Insentra values HITACES and motivated for success with a positive team attitude.
• Strong analytical problem-solving, interpersonal, and communication skills.
• A self-starter who can build processes and apply AI for efficiency.

Why Work With Insentra:

• One global team with a flexible work environment and career development resources.
• Certified as a Great Place to Work, celebrating diversity and inclusion.
• Driven by Microsoft, AI, and security demand with operations in US and UK.

Insentra

Insentra is a channel services partner delivering IT solutions exclusively through the partner channel across 27+ countries. The company is certified as a Great Place to Work and is part of Turnium Technology Group, fostering a diverse, inclusive, and flexible culture focused on career growth.