Senior Service Delivery Manager

As an expert technology adviser and managed service provider, Ensono accelerates clients" digital transformation to achieve long-lasting business outcomes. With a dedicated team offering services such as consulting, mainframe and application modernization, public cloud migration, and cloud-native development, Ensono helps organizations optimize systems across hybrid environments. Ensono has over 3500 associates globally and is headquartered in greater Chicago. In your role at Ensono, you will be responsible for: - Acting as a client advocate and handling escalations for client service delivery needs. - Coordinating internally across Ensono with cross-functional teams to ensure service levels are met and contractual obligations are fulfilled. - Identifying operational risks, insights, opportunities, and efficiencies and developing improvement plans. - Partnering with Ensono support resources to analyze client data and track progress against business outcomes. - Educating the operational team on how clients utilize Ensono services. - Providing technical support or training on Ensono products and building relationships across the client's organization. - Maintaining and improving CSAT through optimizing service quality and client experience. - Communicating risks and insights to clients and Ensono senior leadership. - Collaborating with the Client Engagement Executive to manage client relationships and outcomes effectively. - Managing client issues/incidents via an ITSM approach and ensuring service delivery coordination. - Assessing account performance through Ensono's Client Health Dashboard and managing client challenges. Required Qualifications: - 12+ years of IT Service Management experience in a client-facing role. - Client relationship management experience. - Operational ability in diverse, large-scale, multi-platform, outsourced environments. - Proficient understanding of ITIL principles. - Demonstrated understanding of technologies such as Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking. - Willingness to travel as required. Shift Timings: 5:30 PM to 2:30 AM,