Strategic Service Delivery Leader - Remote US

Ensono; Lincoln (NE); 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 and life

Job summary

Ensono is seeking a Senior Service Delivery Manager (SDM) to be the primary operational advocate for assigned clients, coordinating with delivery, support, and account teams to ensure SLAs, SLOs, KPIs, and contractual commitments are met.

You will lead governance, performance reviews, escalations, risk management, and continuous improvement across multi-service environments, while mentoring colleagues and presenting insights to directors.

Qualifications

• Bachelor’s degree and 7+ years in service delivery management.
• Experience managing strategic client accounts in MSP or multi-tower IT.
• Strong ITIL knowledge; ITIL cert preferred.
• Ability to build relationships and present to Director-level stakeholders.
• Financial acumen including budgeting and billing validation.
• Knowledge of hybrid tech environments.
• Willingness to travel and on-call coverage.

Responsibilities

• Own end-to-end service delivery for complex multi-service accounts.
• Lead governance forums and executive briefings with insights.
• Manage incident governance, root-cause analysis, and action plans.
• Oversee change, release, and maintenance coordination.
• Maintain governance artifacts, risk registers, and audits.
• Support onboarding and transitions, ensuring readiness.
• Mentor SDM colleagues and share best practices.

Skills

Client relationship mgmt

Governance leadership

ITIL knowledge

Public speaking

Data-driven decisions

Cross-functional collab

Mentoring

Travel willingness

Education

Bachelor’s degree

Tools

ServiceNow

AI tools

Job description

Ensono is seeking a Senior Service Delivery Manager (SDM) to be the primary operational advocate for assigned clients, coordinating with delivery, support, and account teams to ensure SLAs, SLOs, KPIs, and contractual commitments are met.

You will lead governance, performance reviews, escalations, risk management, and continuous improvement across multi-service environments, while mentoring colleagues and presenting insights to directors.