<p>At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things! We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation.</p> <p>We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose:</p> <p>Honesty, Reliability, Curiosity, Collaboration, and Passion.</p> <p>About the role and what you'll be doing:</p> <p><span data-contrast="auto">The Senior Service Delivery Manager (SDM) is the primary operational advocate and advisor for assigned clients. Working across Ensono delivery, support, and account teams, the SDM ensures contracted services meet client expectations, service commitments, and desired business outcomes. This role leads service governance, performance management, escalations, risk management, and continuous improvement across complex, multi-service environments.</span><span data-ccp-props="{}"> </span></p> <p><strong><span data-contrast="auto">Key Responsibilities</span></strong><span data-ccp-props="{}"> </span></p> <ul> <li><span data-contrast="auto">Own end-to-end service delivery for assigned complex, multi-service accounts, ensuring SLAs, SLOs, KPIs, and contractual commitments are met.</span><span data-ccp-props="{}"> </span></li> <li><span data-contrast="auto">Serve as the primary operational contact and trusted advisor for client stakeholders, partnering with the Client Executive and delivery teams.</span><span data-ccp-props="{}"> </span></li> <li><span data-contrast="auto">Lead weekly operational reviews, MBRs, QBRs, and executive briefings; translate service data into clear business insights and recommendations.</span><span data-ccp-props="{}"> </span></li> <li><span data-contrast="auto">Lead major incident governance, escalations, root cause reviews, and corrective action plans with timely, audience-appropriate communication.</span><span data-ccp-props="{}"> </span></li> <li><span data-contrast="auto">Oversee change, release, and maintenance coordination, representing the client perspective and minimizing business disruption.</span><span data-ccp-props="{}"> </span></li> <li><span data-contrast="auto">Maintain governance artifacts, risk registers, Service Improvement Plans, audit readiness, and compliance with Ensono and client requirements.</span><span data-ccp-props="{}"> </span></li> <li><span data-contrast="auto">Manage account financial activities, including budget tracking, forecasting, billing validation, consumption reporting, cost optimization, and identification of growth opportunities.</span><span data-ccp-props="{}"> </span></li> <li><span data-contrast="auto">Use performance trends, client feedback, and Ensono Portal insights to prioritize continuous improvement, automation, resilience, security, and cost-efficiency initiatives.</span><span data-ccp-props="{}"> </span></li> <li><span data-contrast="auto">Coordinate resources and cross-functional dependencies, resolving delivery blockers and aligning skills to account needs.</span><span data-ccp-props="{}"> </span></li> <li><span data-contrast="auto">Support client onboarding and service transitions, ensuring knowledge transfer and operational readiness.</span><span data-ccp-props="{}"> </span></li> <li><span data-contrast="auto">Mentor SDM colleagues, share best practices, and contribute to consistent service delivery standards across the practice.</span><span data-ccp-props="{}"> </span></li> </ul> <p>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. </p> <p><strong>Required Qualifications</strong></p> <ul> <li><span data-contrast="auto">Bachelor’s degree and at least seven years of related experience, or equivalent work experience, with demonstrated progression in service delivery management.</span><span data-ccp-props="{}"> </span></li> <li><span data-contrast="auto">Experience managing strategic client accounts in an MSP or complex, multi-tower IT environment.</span><span data-ccp-props="{}"> </span></li> <li><span data-contrast="auto">Strong knowledge of ITIL service management principles; ITIL certification is preferred.</span><span data-ccp-props="{}"> </span></li> <li><span data-contrast="auto">Proven ability to build trusted relationships, lead governance forums and escalations independently, and communicate effectively with Director-level stakeholders.</span><span data-ccp-props="{}"> </span></li> <li><span data-contrast="auto">Strong analytical and problem-solving skills, including the ability to anticipate risks and turn operational data into business-relevant recommendations.</span><span data-ccp-props="{}"> </sp