Senior Service Delivery Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full responsibility for the end-to-end service delivery of designated complex, multi-service accounts, ensuring compliance with SLAs, SLOs, KPIs, and contractual obligations.

• Act as the main operational point of contact and a trusted advisor for client stakeholders, collaborating closely with the Client Executive and delivery teams.

• Conduct weekly operational reviews, Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and executive briefings; convert service data into actionable business insights and recommendations.

• Oversee governance related to major incidents, including escalations, root cause analysis, and the implementation of corrective action plans.

• Manage the coordination of changes, releases, and maintenance efforts while minimizing any disruption to business operations.

• Ensure the maintenance of governance documents, risk registers, Service Improvement Plans, audit preparedness, and compliance standards.

• Oversee financial activities for the account, including budget monitoring, forecasting, billing verification, consumption analysis, cost optimization, and identifying growth opportunities.

• Leverage performance trends, client feedback, and insights from the Ensono Portal to prioritize initiatives focused on continuous improvement, automation, resilience, security, and cost-efficiency.

• Coordinate resources and manage cross-functional dependencies, addressing delivery obstacles and aligning skills to meet account requirements.

• Assist with client onboarding and service transitions, ensuring effective knowledge transfer and operational readiness.

• Mentor fellow Service Delivery Managers (SDMs), share best practices, and contribute towards the establishment of consistent service delivery standards.

⛳️ Requirements

• Bachelor’s degree and a minimum of seven years of relevant experience, or equivalent work experience, demonstrating advancement in service delivery management.

• Experience in managing strategic client accounts within a Managed Service Provider (MSP) or a complex, multi-tower IT environment.

• Strong understanding of ITIL service management principles; ITIL certification is preferred.

• Proven ability to cultivate trusted relationships, independently lead governance forums and escalations, and effectively communicate with Director-level stakeholders.

• Excellent analytical and problem-solving skills, with the capability to foresee risks and transform operational data into business-relevant recommendations.

• Solid financial and commercial insight, encompassing budget management, consumption reporting, billing validation, and identifying growth opportunities.

• Familiarity with ServiceNow and hybrid technology environments, including mainframe, infrastructure, cloud, databases, middleware, virtualization, and networking.

• Proficient in utilizing AI tools, prompting, and agents to enhance productivity and client insights.

• Strong skills in executive presentation and public speaking, capable of conveying technical subjects to both technical and non-technical audiences.

• Ability to mentor peers and contribute to best practices in service delivery.

• Willingness to travel as needed and participate in structured on-call escalation coverage.

• Understanding of client industry practices, trends, and regulatory considerations.

🏝️ Benefits

• Unlimited Paid Days Off.

• Three health plan options available.

• 401k plan with company matching.

• Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts.

• Family Forming Benefit, including coverage for fertility and reimbursement for adoption/surrogacy.

• Paid leave for childbearing and paternal responsibilities.

• Education Reimbursement, Student Loan Assistance, or 529 College Funding.

• Opportunities for sabbatical leave.

• Wellness program participation.

• Flexible work schedule options.

• Annual bonus plan based on both company and individual performance, contingent on eligibility.

• Equity grant through the Associate Equity Appreciation Program, subject to eligibility.

• Option to work remotely or from Ensono offices when not required on a client site.

• Remote work is encouraged most of the time.