Service Delivery Manager

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

📋 Description

• Take ownership of the complete service relationship for one or more key clients focused on mainframe operations.

• Act as the primary representative of Ensono to stakeholders at the CIO/CTO level.

• Coordinate service delivery across z/OS, distributed, and cloud environments.

• Promote ongoing service enhancements across complex, multi-faceted estates.

• Represent clients' interests and serve as a point of escalation for service delivery issues, including Sev-1/Sev-2 mainframe incidents.

• Manage coordination between Mainframe Operations, z/OS Systems Programming, Storage, Network, Security, and Cloud teams.

• Ensure that service levels and contractual commitments are met.

• Identify, communicate, and address operational risks; create improvement strategies related to MIPS/MSU optimization, software cost reduction, disaster recovery, and mainframe-to-cloud modernization.

• Evaluate client environment health, incidents, SLAs, and progress towards business objectives.

• Provide training and education to operational teams regarding client utilization of Ensono services.

• Facilitate technical support or training on Ensono products.

• Establish and nurture relationships with clients across IT and business sectors.

• Enhance customer satisfaction by improving service quality and optimizing the end-to-end experience.

• Report on operational health, KPIs, risks, and insights to clients and senior management.

• Deliver executive communications during critical events, account updates, and service improvement initiatives.

• Implement, execute, and monitor ongoing service improvement strategies.

• Collaborate with Sales/Client Engagement Partners on strategic account strategies and contractual obligations.

• Manage significant client challenges and incidents utilizing an ITSM-driven approach.

• Evaluate account performance using Ensono’s Client Health Dashboard.

• Promote products and offer guidance and recommendations to clients.

• Organize and lead ITSM governance and SLA-compliance meetings.

⛳️ Requirements

• A minimum of 8 years of IT Service Management experience in a client-facing capacity, with significant exposure to mainframe (z/OS) managed service settings.

• Experience in managing executive-level client relationships.

• Operational expertise within diverse, large-scale, multi-platform, outsourced environments that include mainframe, distributed, and cloud systems.

• Comprehensive understanding of escalation processes, incident management, and other service delivery-related disciplines.

• Strong grasp of ITIL principles.

• Proven knowledge of Mainframe (z/OS, CICS, Db2, IMS, MQ, JCL/batch), Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking.

• Willingness to travel as necessary, including client service reviews at client locations.

• Previous experience as an SDM, Client Executive, or Delivery Lead for a mainframe-as-a-Service account is preferred.

• ITIL 4 Managing Professional or equivalent certification is preferred.

• Familiarity with mainframe modernization strategies is preferred.

• Experience with mainframe software optimization and MLC/OTC cost management is preferred.

• Understanding of mainframe disaster recovery, resilience, and cyber-resilience is preferred.

• Experience collaborating with Microsoft, AWS, GCP, or IBM hyperscale partners is preferred.

• Degree-level education or equivalent professional experience is preferred.

• Ability to maintain a calm executive presence, take ownership of service issues, translate business outcomes, foster a modernization mindset, demonstrate client empathy, and align with organizational culture.

🏝️ Benefits

• Competitive base salary and bonus structure.

• Flexibility to work from various locations.

• Recognition in sales and broader teams with the Annual Presidents Club.

• Starting with 27 days of annual leave (plus bank holidays), increasing to 30 days based on length of service.

• Half a day of leave on your birthday.

• A day off to volunteer with a charity of your choice.

• Sabbatical options available after 5 and 10 years of service.

• 5 days of study leave.

• Generous pension plan.

• Private healthcare coverage for you and your family.

• Salary sacrifice charity donation scheme.

• Salary sacrifice electric car program.

• Enhanced family leave policies.

• Equity appreciation program.

• Life insurance and income protection benefits.

• Additional perks such as discounted gym memberships, cycle scheme, EAP, and more!

• Internal events including social gatherings, competency meet-ups, and hackathons.

• Global Community Groups and a welcoming, inclusive workplace culture.