We are seeking an experienced Service Delivery Manager to oversee our service operations, ensuring seamless delivery of enterprise support and consulting services.
The ideal candidate will have a proven track record in managing complex service operations, including incident management, SLA compliance, and configuration management.
This is a hands-on role that requires close collaboration with customers, engineers, and other stakeholders to ensure timely resolution of incidents and proactive management of service risks.
Key Responsibilities
* Service Operations: Manage the day-to-day operations of our service delivery team, ensuring that all tasks and activities are completed on time and within budget.
* Incident Management: Develop and maintain incident management processes to ensure timely resolution of customer incidents.
* SLA Compliance: Monitor and report on SLA performance, identifying areas for improvement and implementing corrective actions as needed.
* Configuration Management: Establish and maintain accurate records of customer configurations, ensuring that all necessary information is available during incidents or when onboarding new engineers.
Required Skills and Qualifications
* 5+ years experience in a Service Delivery, Managed Services, IT Operations, or Enterprise Support role serving external customers.
* Hands-on experience with incident management and ITSM practices (incident/problem/change), ideally in an ITIL-inspired environment.
* A track record of creating or improving SOPs/runbooks and training first-line / SRE teams.
* Experience maintaining configuration / environment data for customer systems.
* Comfort discussing technical topics with engineers (cloud, distributed systems, data platforms) and explaining them in clear business terms to customers.
* Strong communication skills in English, both written and spoken.
Benefits
* Opportunity to work with a talented team of experts in open-source analytics and data infrastructure platforms.
* Chance to develop and implement process improvements that drive business growth and customer satisfaction.
* Flexible contract structure options, including direct employment or via a global payroll partner or contractor/B2B.
Location and Working Style
Remote-first collaboration across multiple time zones, with regular overlap with European and North American business hours.