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Ensono

Service Delivery Manager

Ensono

. Manage day-to-day service delivery for assigned accounts, monitoring SLAs, SLOs, KPIs, and contractual commitments .

Posted 11/11/2026full-timeRemote • United StatesMid-LevelSenior💰 $75,000 - $118,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in service delivery management, client relationship building, and operational governance, with a strong focus on performance metrics and continuous improvement. Proficient in budget tracking, billing validation, and leveraging ITIL principles within complex IT environments.

Highest-signal resume keywords
Service Delivery ManagementClient Relationship ManagementITIL Service ManagementBudget TrackingServiceNow

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Service DeliveryClient ServicesIT OperationsBudget TrackingBilling ValidationConsumption ReportingPerformance MetricsContinuous ImprovementOperational GovernanceRisk Management
Soft Skills
Organizational SkillsAnalytical SkillsProblem-Solving SkillsCommunication SkillsCross-Functional Collaboration
Tools & Technologies
ServiceNowAI ToolsHybrid Technology EnvironmentsMainframeInfrastructureCloudDatabasesMiddlewareVirtualizationNetworking
Certifications & Qualifications
ITIL Certification
Industry Keywords
MSPClient OnboardingOperational ReadinessGovernance ArtifactsService Improvement PlansAudit DocumentationEscalation ManagementStakeholder CommunicationOperational ReviewsClient Industry Practices

Tech Stack

Tools & technologies
CloudServiceNow

About the role

Key responsibilities & impact
  • Manage day-to-day service delivery for assigned accounts, monitoring SLAs, SLOs, KPIs, and contractual commitments
  • Serve as the primary operational contact for client stakeholders, partnering with the Client Executive and delivery teams
  • Facilitate weekly operational reviews and support MBRs and QBRs by preparing service metrics, updates, and action items
  • Coordinate incident communications, escalations, root cause reviews, and follow-up actions
  • Support change, release, and maintenance coordination, managing client impact and stakeholder communication
  • Maintain governance artifacts, action logs, risk registers, Service Improvement Plans, and audit documentation
  • Support account financial activities, including billing validation, consumption reporting, budget tracking, and cost optimization
  • Use performance trends, client feedback, and Ensono Portal insights to identify and track continuous improvement opportunities
  • Coordinate cross-functional resources and dependencies, escalating delivery blockers when needed
  • Support client onboarding and service transitions, including knowledge transfer and operational readiness

Requirements

What you’ll need
  • Bachelor’s degree and at least four years of related experience, or equivalent work experience, in service delivery, client services, or IT operations
  • Experience supporting client accounts in an MSP or complex IT environment
  • Working knowledge of ITIL service management principles; ITIL certification is preferred
  • Ability to build effective client relationships, facilitate operational governance, and manage routine escalations with appropriate support
  • Strong organizational, analytical, and problem-solving skills, with the ability to track actions, risks, and service performance
  • Working knowledge of budget tracking, consumption reporting, and billing validation
  • Working knowledge of ServiceNow and hybrid technology environments, such as mainframe, infrastructure, cloud, databases, middleware, virtualization, and networking
  • Working knowledge of AI tools, prompting, and agents to improve productivity and client insights
  • Strong written, presentation, and verbal communication skills, with the ability to explain technical topics to technical and non-technical audiences
  • Ability to work effectively across matrixed, cross-functional, and global delivery teams
  • Willingness to travel as required and participate in structured on-call escalation coverage
  • Preferred: knowledge of client industry practices, trends, and regulatory considerations

Benefits

Comp & perks
  • Unlimited Paid Days Off
  • Three health plan options
  • 401k with company match
  • Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts
  • Family Forming Benefit including fertility coverage and adoption/surrogacy reimbursement
  • Paid childbearing and paternal leave
  • Education Reimbursement, Student Loan Assistance or 529 College Funding
  • Sabbatical leave
  • Wellness program
  • Flexible work schedule
  • Annual bonus plan based on company and individual performance, depending on eligibility
  • Equity grant under the Associate Equity Appreciation Program, depending on eligibility
  • Option to work from home or in Ensono offices when not required on a client site