ensono · Remote - United States
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. 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: Honesty, Reliability, Curiosity, Collaboration, and Passion. About the role and what you'll be doing: The Service Delivery Manager (SDM) is the primary operational advocate and point of contact for assigned clients. Working across Ensono delivery, support, and account teams, the SDM coordinates contracted services, monitors service performance, supports issue resolution, and helps align day-to-day delivery with client expectations and desired business outcomes. Key Responsibilities 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 clear service metrics, updates, and action items. Coordinate incident communications, escalations, root cause reviews, and follow-up actions with the appropriate delivery teams. Support change, release, and maintenance coordination, helping manage 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 feed …truncated… ier planet. Whate…
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