About our team
Job Description
We are seeking an experienced Service Delivery Manager to lead our service operations. This is a hands-on role that requires close collaboration with engineers and customers.
1. Design and maintain an on-call and coverage plan that ensures all critical skills are available when needed.
2. Own the incident management process for your accounts: priorities, roles, communication cadence, escalations, and post-incident reviews.
3. Define and monitor key service metrics (e.g., MTTA, MTTR, SLA compliance, backlog health) and drive improvements based on them.
Required Skills and Qualifications
* 5+ years in a Service Delivery, Managed Services, IT Operations, or Enterprise Support role serving external customers.
* Experience with 24/7 or extended-hours operations, including on-call or follow-the-sun setups.
* Hands-on experience with incident management and ITSM practices (incident/problem/change), ideally in an ITIL-inspired environment.
Benefits
This role offers a unique opportunity to work with a small, world-class expert, remote-first team across multiple time zones. You will have the chance to bring in practices you've already used successfully in previous service or managed-services environments.
Others
We value strong communication skills in English, both written and spoken. A background with data, analytics, or streaming platforms is also desirable.