Service Delivery Manager

🕒 Ontem

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $75.000 - $118.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 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

• 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 service metrics, updates, and action items • Coordinate incident communications, escalations, root cause reviews, and follow-up actions • Support change, release, and maintenance coordination, managing 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

🎯 Requisitos

• 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: 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

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