Senior Service Delivery Manager
E
EnsonoIT managed services
Remote - United StatesFull-TimeSenior
Salary$96,000 to 145,000 annually based on a full-time schedule. In addition to base salary, other compensation programs, depending on eligibility, include an annual bonus plan based on company and individual performance and an equity grant under our Associate Equity Appreciation Program.
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Job Details
- Experience
- At least seven years of related experience
- Required Skills
- ServiceNow
Requirements
- Bachelor’s degree and at least seven years of related experience, or equivalent work experience, with demonstrated progression in service delivery management.
- Experience managing strategic client accounts in an MSP or complex, multi-tower IT environment.
- Strong knowledge of ITIL service management principles; ITIL certification is preferred.
- Ability to build trusted relationships and independently lead governance forums and escalations.
- Ability to communicate effectively with Director-level stakeholders.
- Strong analytical and problem-solving skills, including anticipating risks and turning operational data into business-relevant recommendations.
- Financial and commercial acumen, including budget management, consumption reporting, billing validation, and identifying growth opportunities.
- Working knowledge of ServiceNow and hybrid technology environments, including mainframe, infrastructure, cloud, databases, middleware, virtualization, and networking.
- Proficient use of AI tools, prompting, and agents to improve productivity and client insights.
- Strong executive presentation and public-speaking skills, including communicating technical topics to technical and non-technical audiences.
- Ability to mentor colleagues and contribute to service delivery best practices.
- Willingness to travel as required and participate in structured on-call escalation coverage.
Responsibilities
- Own end-to-end service delivery for assigned complex, multi-service accounts and ensure SLAs, SLOs, KPIs, and contractual commitments are met.
- Serve as the primary operational contact and trusted advisor for client stakeholders, partnering with the Client Executive and delivery teams.
- Lead weekly operational reviews, MBRs, QBRs, and executive briefings, translating service data into business insights and recommendations.
- Lead major incident governance, escalations, root cause reviews, and corrective action plans.
- Oversee change, release, and maintenance coordination while representing the client perspective and minimizing business disruption.
- Maintain governance artifacts, risk registers, Service Improvement Plans, audit readiness, and compliance with Ensono and client requirements.
- Manage account financial activities, including budget tracking, forecasting, billing validation, consumption reporting, and cost optimization.
- Use performance trends, client feedback, and Ensono Portal insights to prioritize continuous improvement, automation, resilience, security, and cost-efficiency initiatives.
- Coordinate resources and cross-functional dependencies, resolve delivery blockers, and align skills to account needs.
- Support client onboarding and service transitions, mentor SDM colleagues, and contribute to service delivery standards.
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