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Expert Service Delivery Manager

Ensono
Location
Remote - United Kingdom
Posted
19 days ago
Department
E2192 Service Delivery Management
What they actually want (must-haves)
  • 8+ years of IT Service Management experience in a client-facing role, with meaningful exposure to mainframe (z/OS) managed service environments
  • Executive-level client relationship management experience
  • Operational ability in diverse, large-scale, multi-platform, outsourced environments spanning mainframe, distributed, and cloud
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Proficient understanding of ITIL (Information Technology Infrastructure Library) principles
  • Demonstrated understanding of any of the following technologies: Mainframe (z/OS, CICS, Db2, IMS, MQ, JCL/batch), Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking
Nice to have
  • Prior experience as an SDM, Client Executive, or Delivery Lead on a mainframe-as-a-Service account (financial services, insurance, retail, public sector, or logistics preferred)
  • ITIL 4 Managing Professional (or equivalent) certification
  • Familiarity with mainframe modernisation patterns — re-host, re-platform, re-factor, and hybrid cloud integration
  • Exposure to mainframe software optimisation (e.g., BMC AMI, Broadcom, IBM software stack rationalisation) and MLC/OTC cost levers
  • Understanding of mainframe DR, resilience, and cyber-resilience (including air-gapped/cyber vault concepts)
What the job really is

As an Expert Service Delivery Manager at Ensono, you will manage the end-to-end service relationship for key mainframe-centric clients, engaging with CIO/CTO-level stakeholders. Your role involves coordinating across various internal teams to ensure high service levels, driving service improvements, and managing critical incidents while maintaining client satisfaction and operational excellence.

Benefits
  • Competitive base salary & bonus plan
  • The ability to work from a range of flexible locations
  • Prestigious sales and broader team recognition with Annual Presidents Club
  • Starting with 27 days annual leave (plus bank holidays) – accruing to 30 days based on length of service
  • 1/2 day leave on your birthday
  • A day of leave to use to volunteer with a charity of your choice
Things to weigh
  • The role is highly client-facing and requires strong executive presence in high-pressure situations.
  • The position involves managing critical incidents which may lead to stressful scenarios.
  • The job requires coordination across multiple technical disciplines, which may demand a broad skill set and adaptability.
  • No specific salary range is provided in the posting.
Job score3.6/5
Benefits5/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency0/5

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