Enterprise Support Service Delivery Manager Role
About the Company We provide top-notch support and consulting services for open-source analytics and data infrastructure platforms, including Apache Druid, Apache Flink, StarRocks, and other emerging technologies. Our customers run high-volume systems that rely on us to keep them fast, stable, and available. We are a remote-first team working across multiple time zones (US, Brazil, Europe, India) supporting over 100 customer environments with SLAs ranging from advisory support to 24/7 incident coverage.
About the Role We are looking for an experienced Enterprise Support Service Delivery Manager to take ownership of our service operations: SLAs and Incident Processes, On-Call and Skills Coverage, SOPs and First-Line/SRE Enablement, Configuration Management, SLA Metrics and Reporting, and coordination between customers and engineering teams.
This is a hands-on role not a pure governance role. You will be close to real incidents, engineers, customers as you'll be expected to bring in practices you've used successfully in previous service or managed-services environments.
Duties:
1. Servicing Customers by Acting as Primary Operational Contact coordinating Regular Service Reviews Status Calls Presenting SLA Performance Key Incidents Risks Improvement Actions.