Expert Service Delivery Manager

About this role

Who are we? At Ensono , our purpose is to be a relentless ally, disrupting the status quo and enabling our clients to Do Great Things. As a trusted technology adviser and managed services provider, we help clients navigate continuous change and embrace innovation. We deliver world-class hybrid cloud, Infrastructure, mainframe transformation, data, IDAM, and cloud-native solutions, simplifying complex business challenges and creating new pathways to success. Headquartered in the USA and backed by private equity, Ensono has a strong track record in the UK and Europe, with growth plans built on trusted partnerships and deep industry expertise. About the role: As an Expert Service Delivery Manager, you will own the end-to-end service relationship for one or more of Ensono 's most strategic, mainframe-centric clients. You'll be the executive face of Ensono to CIO/CTO-level stakeholders, orchestrating delivery across z/OS, distributed and cloud platforms, and driving continual service improvement across a highly complex, multi-tower estate. This is a senior, client-facing role for someone who is equally comfortable in an ITIL governance forum, a Sev-1 mainframe incident bridge, and a boardroom QBR. Key responsibilities Acts as a client advocate and a point of escalations for client service delivery needs, including Sev-1/Sev-2 mainframe incidents. Assigned to Strategic mainframe and hybrid-platform accounts with high profile client visibility and demand for executive stakeholder engagement. Coordinates internally across Ensono with cross-functional teams including Mainframe Operations, z/OS Systems Programming, Storage, Network, Security, and Cloud, to ensure the relationship and services levels are achieved. Provides guidance within Ensono 's operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met. Actively identifies, captures, and communicates operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries including MIPS/MSU optimisation, mainframe software cost takeout, DR posture, and mainframe-to-cloud modernisation opportunities. Partners with assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the client's business outcomes. This may include analysing the health/wellness of the client's environment, data on incidents/SLAs. Educates the operational team in understanding how clients utilize Ensono services in support of their business. Provides technical support or training on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations. Builds relationships across the client's organization to confirm the right level of participation across IT and the business to drive success and achieve the client's outcomes. Maintains and improves CSAT through optimizing service quality and end-to-end client experience. Uses operational health and KPIs to identify and communicate risks and insights to the client and Ensono senior leadership. Provides executive level communication for critical business impacting events, account updates, and service improvement plans. Delivers, executes, and monitors continual service improvement plans across all aspect of Ensono delivery. Collaborates with the Client Engagement Partner (Sales) to build a strategic account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client's overall contractual relationship including identifying opportunities for mainframe modernisation, hybrid cloud extension, and platform consolidation. Manages critical client issues/incidents via an ITSM based approach. communicating the client's expectations, and ensuring coordination across the Ensono team to deliver. Assesses account performance through Ensono 's Client Health Dashboard and works acros

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