Job Title
A seasoned Service Delivery professional is needed to oversee the efficient operation of our support services.
* SLA Management and Incident Processes
* On-call and Skills Coverage Planning
* Standard Operating Procedures (SOPs) and First-line/SRE Enablement
* Configuration Management
* SLA Metrics and Reporting
* Customer and Engineering Team Coordination
This is a hands-on role, requiring close collaboration with engineers, customers, and other stakeholders. You will be responsible for designing and maintaining on-call plans, incident management processes, and SOPs to ensure seamless service delivery.
Requirements
To succeed in this role, you must have:
* 5+ years of experience in Service Delivery, Managed Services, IT Operations, or Enterprise Support roles 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.
* Experience in commercial delivery: scope boundaries, change requests, effort vs. revenue, working alongside Sales/Account Management.
* Strong communication skills in English, both written and spoken.
Benefits
As a valued member of our team, you can expect:
* Remote-first work environment, collaborating online across multiple time zones.
* Flexibility in contract structure (direct employment or via a global payroll partner or contractor/B2B), depending on your location and preference.
Additional Information
Knowledge of data, analytics, or streaming platforms is a plus. Experience working in small, fast-moving, remote teams is also desirable.