Strategic Service Delivery Leader - Remote

Ensono; Detroit (MI); Remote; USD 96,000 - 145,000; Full time

Benefits offered by this job

Unlimited Paid Days Off

Health plan options

401k with company match

Dental, vision, disability, life andAD

Family Forming Benefit including fert&

Job summary

Ensono is seeking a Senior Service Delivery Manager to own end-to-end service delivery for complex, multi-service accounts in a mostly remote US role. You will partner with client executives and delivery teams to meet SLAs, KPIs, and business outcomes while guiding governance, risk, and continuous improvement.

The role requires ITIL knowledge, strong analytical and communication skills, budgeting and billing oversight, and the ability to translate data into actionable insights.

Qualifications

• Bachelor’s degree and 7+ years in service delivery management.
• Experience managing strategic client accounts in an MSP or complex IT.
• Strong ITIL knowledge; ITIL certification preferred.
• Ability to build trusted relationships and lead governance forums.
• Strong analytical and problem-solving skills to translate data into actions.
• Financial and commercial acumen including budgeting and billing.
• Working knowledge of ServiceNow and hybrid environments.
• Proficient use of AI tools and agents.
• Executive presentation and public-speaking skills.
• Willingness to travel and participate in on-call escalation.

Responsibilities

• Own end-to-end service delivery for complex multi-service accounts.
• Serve as the primary operational contact for client stakeholders.
• Lead weekly reviews and translate data into insights.
• Lead incident governance and RCA with timely communication.
• Oversee change, release, and maintenance coordination.
• Maintain governance artifacts, risk registers, and SOPs.
• Manage account financials including budgeting and consumption reporting.
• Use performance trends to drive continuous improvement.
• Coordinate resources and resolve delivery blockers.
• Support onboarding and service transitions.
• Mentor SDMs and share best practices.

Skills

ITIL knowledge

Governance leadership

Stakeholder mgmt

Analytical skills

Financial acumen

Budgeting

Executive communication

Risk management

Cross-functional

AI tooling

Education

Bachelor’s degree

Tools

ServiceNow

Job description

Ensono is seeking a Senior Service Delivery Manager to own end-to-end service delivery for complex, multi-service accounts in a mostly remote US role. You will partner with client executives and delivery teams to meet SLAs, KPIs, and business outcomes while guiding governance, risk, and continuous improvement.

The role requires ITIL knowledge, strong analytical and communication skills, budgeting and billing oversight, and the ability to translate data into actionable insights.