Service Delivery Manager

Job not on LinkedIn

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

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Ensono

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

Consulting • Cloud Services • IT Services

Ensono is a managed service provider and expert technology advisor focused on enabling clients to navigate complex IT environments. Ensono offers services including mainframe-as-a-service, cloud migration, and IT infrastructure management, with a strong emphasis on modernizing legacy systems and optimizing IT operations. The company is recognized for its flexibility and allyship, providing businesses with the ability to adapt and evolve through solutions like Ensono Flex®. It specializes in both mainframe and cloud solutions, holding competency in AWS mainframe modernization and is a global Azure Expert MSP. Ensono acts as an ally, helping companies achieve better business outcomes through IT innovation and strategic technology advisement.

📋 Description

• Own the end-to-end service relationship for one or more strategic, mainframe-centric clients • Serve as the executive face of Ensono to CIO/CTO-level stakeholders • Orchestrate delivery across z/OS, distributed, and cloud platforms • Drive continual service improvement across complex, multi-tower estates • Advocate for clients and act as an escalation point for service delivery needs, including Sev-1/Sev-2 mainframe incidents • Coordinate Mainframe Operations, z/OS Systems Programming, Storage, Network, Security, and Cloud teams • Ensure service levels and contractual obligations are achieved • Identify, communicate, and mitigate operational risks; develop improvement plans involving MIPS/MSU optimisation, software cost reduction, disaster recovery, and mainframe-to-cloud modernisation • Analyse client environment health, incidents, SLAs, and progress against business outcomes • Educate operational teams on client use of Ensono services • Coordinate technical support or training on Ensono products • Build client relationships across IT and business stakeholders • Maintain and improve CSAT through service-quality and end-to-end experience optimisation • Communicate operational health, KPIs, risks, and insights to clients and senior leadership • Provide executive communications for critical events, account updates, and service improvement plans • Deliver, execute, and monitor continual service improvement plans • Collaborate with Sales/Client Engagement Partner on strategic account plans and contractual relationships • Manage critical client issues and incidents using an ITSM-based approach • Assess account performance through Ensono’s Client Health Dashboard • Advocate for products and provide client guidance and recommendations • Establish and lead ITSM governance and SLA-adherence meetings

🎯 Requirements

• 8+ years of IT Service Management experience in a client-facing role, with meaningful exposure to mainframe (z/OS) managed service environments. • Executive-level client relationship management experience • Operational ability in diverse, large-scale, multi-platform, outsourced environments spanning mainframe, distributed, and cloud. • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery • Proficient understanding of ITIL principles • Demonstrated understanding of Mainframe (z/OS, CICS, Db2, IMS, MQ, JCL/batch), Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking • Willing to travel as required, including client service reviews at client site • Prior experience as an SDM, Client Executive, or Delivery Lead on a mainframe-as-a-Service account (preferred) • ITIL 4 Managing Professional or equivalent certification (preferred) • Familiarity with mainframe modernisation patterns (preferred) • Exposure to mainframe software optimisation and MLC/OTC cost levers (preferred) • Understanding of mainframe DR, resilience, and cyber-resilience (preferred) • Experience working alongside Microsoft, AWS, GCP, or IBM hyperscale partners (preferred) • Degree-level education or equivalent professional experience (preferred) • Ability to provide calm executive presence, service ownership, business-outcome translation, modernisation mindset, client empathy, and cultural alignment

🏖️ Benefits

• Competitive base salary & bonus plan • The ability to work from a range of flexible locations • Prestigious sales and broader team recognition with Annual Presidents Club • Starting with 27 days annual leave (plus bank holidays) – accruing to 30 days based on length of service • 1/2 day leave on your birthday • A day of leave to use to volunteer with a charity of your choice • Sabbatical options at 5 & 10 years' service • 5 days study leave • Generous company pension • Private healthcare for you and your family • Salary sacrifice charity giving scheme • Salary sacrifice electric car scheme • Enhanced family leaves • Equity appreciation program plan • Life and income protection • Additional perks such as discounted gym memberships, cycle scheme, EAP and more! • Internal events including socials, competency meet-ups, and hackathons • Global Community Groups and an inclusive, welcoming workplace