Senior Service Delivery Manager - Remote

Overview

The Senior Service Delivery Manager acts as a client advocate and coordinates across teams to ensure client service delivery needs are met while optimizing the client experience and managing operational risks.

In Short

• Acts as a client advocate and escalation point for service delivery needs.
• Coordinates with cross-functional teams to achieve service levels.
• Identifies and communicates operational risks and opportunities.
• Analyzes client data to track progress against business outcomes.
• Educates operational teams on client service utilization.
• Provides technical support and training on Ensono products.
• Builds relationships across client organizations.
• Maintains and improves client satisfaction (CSAT).
• Communicates risks and insights to clients and leadership.
• Delivers and monitors service improvement plans.

Requirements

• 5+ years of IT Service Management experience in a client-facing role.
• Client relationship management experience.
• Operational ability in large-scale, multi-platform environments.
• Knowledge of escalation procedures and incident management.
• Proficient understanding of ITIL principles.
• Understanding of technologies like Mainframe, Cloud Computing, and Networking.
• Willingness to travel as required.

Benefits

• Unlimited Paid Days Off.
• Health plan options through Blue Cross Blue Shield.
• 401k with company match.
• Eligibility for dental, vision, and disability coverage.
• Paid Maternity and Paternity Leave.
• Education Reimbursement and Student Loan Assistance.
• Wellness program.
• Flexible work schedule.