Job Description
Job Title: Service Delivery Manager
About the Company:
* We provide enterprise support and consulting for open-source analytics and data infrastructure platforms.
* Our customers run mission-critical, high-volume systems and rely on us to keep them fast, stable, and available.
About the Role:
We are seeking an experienced Service Delivery Manager to oversee our service operations. Key responsibilities include designing SLAs and incident processes, maintaining on-call coverage plans, creating SOPs and training first-line/SRE teams, managing configuration information for customer systems, presenting SLA performance to customers during regular service reviews.
Required Skills & Qualifications
1. 5+ years of experience in a Service Delivery or Managed Services role serving external customers.
2. Familiarity with ITIL-inspired incident management practices.
3. Hands-on experience with SOP creation/training/coaching SRE/first-line teams. Experience maintaining environment/configuration data for customer systems. Familiarity with cloud/distributed systems/data platforms concepts."],