Manager Service Delivery Management

Role Overview: At Ensono, we are on a mission to disrupt the status quo and enable our clients to achieve great things by reshaping the way the world runs. As a Manager Service Delivery Management, you will leverage your IT service knowledge to drive efficiencies and improvements in processes and systems. You will act as a client advocate, coordinate with cross-functional teams, and lead the identification and communication of operational risks and opportunities. Your role will involve providing technical support, building relationships with clients, and driving service quality and client satisfaction. Key Responsibilities: - Act as a client advocate and handle escalations for client service delivery needs. - Coordinate internally across Ensono to ensure service levels are achieved and contractual obligations are met. - Lead the process to identify, communicate, and address operational risks, insights, and efficiencies. - Direct support resources to capture client data, analyze issues, and track progress against business outcomes. - Educate operational teams on how clients utilize Ensono services and provide technical support on Ensono products. - Build relationships across the client's organization to drive success and achieve outcomes. - Monitor operational health and KPIs to identify risks and insights for the client and Ensono leadership. - Provide executive level communication for critical events, account updates, and service improvement plans. - Architect, execute, and monitor service improvement plans across all Ensono operational delivery. - Collaborate with the Client Partner to manage client relationships, strategic outcomes, and contractual relationships. - Manage critical client issues/incidents via an ITSM approach and ensure coordination across the Ensono team. - Assess account performance through Ensono's Client Health Dashboard and manage client challenges. - Act as a product advocate and subject matter expert, providing guidance and recommendations to clients. - Establish and lead operational meetings focused on ITSM governance and SLA adherence. Qualifications Required: - 8+ years of IT Service Management experience in a client-facing role. - 5+ years of leadership experience and 2+ years of people management experience. - Client relationship management experience and operational ability in diverse environments. - In-depth knowledge of escalation procedures, incident management, and ITIL principles. - Demonstrated understanding of technologies like Mainframe, Open Systems, Virtualization, Cloud Computing, etc. - Willingness to travel as required for client service reviews. (Note: Preferred qualifications and shift timings have been omitted from the JD as per your request.) Role Overview: At Ensono, we are on a mission to disrupt the status quo and enable our clients to achieve great things by reshaping the way the world runs. As a Manager Service Delivery Management, you will leverage your IT service knowledge to drive efficiencies and improvements in processes and systems. You will act as a client advocate, coordinate with cross-functional teams, and lead the identification and communication of operational risks and opportunities. Your role will involve providing technical support, building relationships with clients, and driving service quality and client satisfaction. Key Responsibilities: - Act as a client advocate and handle escalations for client service delivery needs. - Coordinate internally across Ensono to ensure service levels are achieved and contractual obligations are met. - Lead the process to identify, communicate, and address operational risks, insights, and efficiencies. - Direct support resources to capture client data, analyze issues, and track progress against business outcomes. - Educate operational teams on how clients utilize Ensono services and provide technical support on Ensono products. - Build relationships across the client's organization to drive success and achieve outcomes. - Monitor operational health and KPIs to identify risks and insights for the client and Ensono leadership. - Provide executive level communication for critical events, account updates, and service improvement plans. - Architect, execute, and monitor service improvement plans across all Ensono operational delivery. - Collaborate with the Client Partner to manage client relationships, strategic outcomes, and contractual relationships. - Manage critical client issues/incidents via an ITSM approach and ensure coordination across the Ensono team. - Assess account performance through Ensono's Client Health Dashboard and manage client challenges. - Act as a product advocate and subject matter expert, providing guidance and recommendations to clients. - Establish and lead operational meetings focused on ITSM governance and SLA adherence. Qualifications Required: - 8+ years of IT Service Management experience in a client-facing role. - 5+ years of leadership experience and 2+ years of pe