Senior Service Delivery Manager

🕒 Outubro 22

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $96.000 - $145.000 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

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Ensono

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

💼 Consultoria

Consulting • Cloud Services • IT Services

A Ensono é uma consultora de tecnologia especializada e fornecedora de serviços gerenciados. Como um aliado incansável, aceleramos a transformação digital dos clientes para alcançar resultados de negócios duradouros. Nossa equipe dedicada ajuda organizações a otimizar os sistemas atuais em qualquer ambiente híbrido com serviços como consultoria, modernização de mainframe e aplicativos, migração para nuvem pública e desenvolvimento nativo na nuvem. Com especialistas certificados em AWS, Azure e Google Cloud e reconhecida como Parceira de Transformação de Datacenter do Ano da Microsoft, a Ensono possui mais de 2.900 associados globalmente e está sediada na região de Chicago.

Descrição

• 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 business insights and recommendations • Lead major incident governance, escalations, root cause reviews, and corrective action plans • Oversee change, release, and maintenance coordination while minimizing business disruption • Maintain governance artifacts, risk registers, Service Improvement Plans, audit readiness, and compliance • Manage account financial activities, including budget tracking, forecasting, billing validation, consumption reporting, cost optimization, and 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

🎯 Requisitos

• 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 • Knowledge of client industry practices, trends, and regulatory considerations

🏖️ Benefícios

• 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 • Annual bonus plan based on company and individual performance, depending on eligibility • Equity grant under the Associate Equity Appreciation Program, depending on eligibility • Option to work from home or in Ensono offices when not required on a client site • Remote work encouraged most of the time

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