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Project Management
Senior Service Delivery Manager
@Ensono
[Hiring] Senior Service Delivery Manager @Ensono
Apr 05, 2025 - Ensono is hiring a remote Senior Service Delivery Manager. đź’¸ Salary: $125,000 to $165,000 annually. đź“ŤLocation: USA.
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Role Description
- Acts as a client advocate and a point of escalations for client service delivery needs.
- In-depth knowledge of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Middleware, or Networking - All Mainframe.
- Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved.
- Provides guidance within Ensono’s operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met.
- Actively identifies, captures, and communicates operational risks, insights, opportunities, and efficiencies.
- Develops and executes improvement plans from discoveries.
- Partners with assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the client’s business outcomes.
- Educates the operational team in understanding how clients utilize Ensono services in support of their business.
- Provides technical support or training on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations.
- Builds relationships across the client’s organization to confirm the right level of participation across IT and the business to drive success and achieve the client’s outcomes.
- Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
- Uses operational health and KPIs to identify and communicate risks and insights to the client and Ensono senior leadership.
- Provides executive level communication for critical business impacting events, account updates, and service improvement plans.
- Delivers, executes, and monitors service improvement plans (SIP) across all Ensono operational delivery.
- Collaborates with the Client Engagement Executive (Sales) to build a strong account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client’s overall contractual relationship.
- Manages critical client issues/incidents via an ITSM based approach, communicating the client’s expectations, and ensuring coordination across the Ensono team to deliver.
- Assesses account performance through Ensono’s Client Health Dashboard and works across Ensono teams to manage client challenges and deliver high quality service to each client.
- Acts as a product advocate and provides guidance and recommendations to clients, strengthening the relationship as well as exceeding expectations.
- Establishes and leads operational meetings focused on ITSM governance and SLA adherence.
Qualifications
- 5+ years of IT Service Management experience in a client-facing role.
- In-depth knowledge of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Middleware, or Networking - All Mainframe.
- Client relationship management experience.
- Operational ability in diverse, large-scale, multi-platform, outsourced environments.
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
- Proficient understanding of ITIL (Information Technology Infrastructure Library) principles.
- Willing to travel as required (e.g., client service reviews at client site).
Benefits
- Unlimited Paid Days Off.
- Three health plan options through Blue Cross Blue Shield.
- 401k with company match.
- Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts.
- Paid Maternity Leave, Paternity Leave, and Sabbatical Leave.
- Education Reimbursement, Student Loan Assistance or 529 College Funding.
- Enhanced fertility coverage.
- Wellness program.
- Depending on location, ability to take advantage of fitness centers.
- Flexible work schedule.
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| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Project Management
Project Management
|
Salary
đź’¸
$125,000 to $165,000 annually
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Apr 05, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
