Service Delivery Manager

About the role

The Service Delivery Manager is the primary operational point of contact for assigned clients, coordinating contracted services, monitoring service performance, and supporting issue resolution across Ensono delivery, support, and account teams. The role suits candidates with at least four years of experience in service delivery, client services, or IT operations, particularly in MSP or complex IT environments.

What you'll do

• Manage day-to-day service delivery for assigned accounts, monitoring SLAs, SLOs, KPIs, and contractual commitments.
• Serve as 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 clear service metrics, updates, and action items.
• Coordinate incident communications, escalations, root cause reviews, and follow-up actions with the appropriate delivery teams.
• Support change, release, and maintenance coordination, helping manage 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.

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.
• 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.

Nice to have

• ITIL certification and experience supporting client onboarding or service transitions.
• Knowledge of client industry practices, trends, and regulatory considerations.

Benefits listed by Ensono

• Unlimited paid days off
• Three health plan options
• 401k with company match
• 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
• Equity grant under the Associate Equity Appreciation Program

Tools & skills mentioned