About the role and what you'll be doing:
The Senior Service Delivery Manager (SDM) is the primary operational advocate and advisor for assigned clients. Working across Ensono delivery, support, and account teams, the SDM ensures contracted services meet client expectations, service commitments, and desired business outcomes. This role leads service governance, performance management, escalations, risk management, and continuous improvement across complex, multi-service environments.
Key Responsibilities- Own end-to-end service delivery for assigned complex, multi-service accounts, ensuring 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; translate service data into clear business insights and recommendations.
- Lead major incident governance, escalations, root cause reviews, and corrective action plans with timely, audience-appropriate communication.
- Oversee change, release, and maintenance coordination, 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, cost optimization, and identification of growth opportunities.
- 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, resolving delivery blockers and aligning skills to account needs.
- Support client onboarding and service transitions, ensuring knowledge transfer and operational readiness.
- Mentor SDM colleagues, share best practices, and contribute to consistent service delivery standards across the practice.
We want all new Associates to succeed in their roles at Ensono. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Required Qualifications. If you do not meet all the Preferred Qualifications, we still encourage you to apply.
Required Qualifications- 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.
- Proven ability to build trusted relationships, lead governance forums and escalations independently, and communicate effectively with Director-level stakeholders.
- Strong analytical and problem-solving skills, including the ability to anticipate risks and turn operational data into business-relevant recommendations.
- Financial and commercial acumen, including budget management, consumption reporting, billing validation, and identification of growth opportunities.
- Working knowledge of ServiceNow and hybrid technology environments, such as 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, with the ability to communicate 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.
Preferred Qualifications - ITIL certification and experience supporting client onboarding or service transitions.
- Knowledge of client industry practices, trends, and regulatory considerations.
We are a client-facing business, but we do encourage clients to allow us to work remotely most of the time so if you are not required to be on a client site, you can choose to work from home or in our Ensono offices.
Some of our benefits include:
- 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
As of the date of this posting, a good faith estimate of the current pay scale for this role is $96,000 to 145,000 annually based on a full-time schedule. Please note that placement in the range may vary based on numerous factors including but not limited to skills, experience, internal equity, and business needs. 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.
