Service Delivery Manager

About the role and what you'll be doing: The Service Delivery Manager (SDM) is the primary operational advocate and point of contact for assigned clients. Working across Ensono delivery, support, and account teams, the SDM coordinates contracted services, monitors service performance, supports issue resolution, and helps align day-to-day delivery with client expectations and desired business outcomes. Key Responsibilities • 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 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. 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 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 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 $75,000 to $118,000 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.