Senior Service Delivery Manager

Ensono is an expert technology adviser and managed service provider dedicated to accelerating clients" digital transformation to achieve lasting business outcomes. With a team of over 3500 associates globally and headquarters in greater Chicago, Ensono offers services such as consulting, mainframe and application modernization, public cloud migration, and cloud-native development. Certified in AWS, Azure, and Google Cloud, Ensono is recognized as the Microsoft Datacenter Transformation Partner of the Year. As a client advocate, your primary responsibilities will include serving as a point of escalation for client service delivery needs, coordinating internally across Ensono to ensure service levels are met, and providing guidance to operational teams to ensure exceptional client experiences. You will actively identify operational risks, insights, opportunities, and efficiencies, developing and executing improvement plans accordingly. Working with Ensono support resources, you will capture client data, conduct analyses to identify issues, and track progress against clients" business outcomes. Additionally, you will educate operational teams on how clients utilize Ensono services to support their businesses and provide guidance on Ensono products by coordinating with internal subject matter experts and support organizations. Collaboration with the Client Engagement Team (Sales) to build strong account plans, manage client relationships, and drive strategic outcomes is essential. You will also support the management of critical client issues/incidents, assess account performance through Ensono's Client Health Dashboard, and participate in operational meetings focused on IT Service Management (ITSM) governance and SLA adherence. To succeed in this role at Ensono, you must have 8+ years of IT Service Management experience in a client-facing role, client relationship management experience, mainframe experience, operational ability in diverse outsourced environments, and in-depth knowledge of ITIL principles. Proficiency in understanding technologies such as Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking is required. The willingness to travel as needed, including for client service reviews at client sites, is also a must. The shift timings for this role are from 5:30 PM IST to 2:30 AM IST.,