About this role: Service Delivery Manager
Job Description
* We're seeking an experienced professional to oversee service operations, ensuring seamless delivery of our enterprise support and consulting services.
* You will be responsible for designing and maintaining on-call and coverage plans, incident management processes, and configuration management.
* Your focus will be on delivering high-quality services, meeting customer expectations, and driving continuous improvement.
Key Responsibilities:
1. Service Operations: Oversee the entire service lifecycle, from initial engagement to ongoing support, ensuring that customers receive exceptional service.
2. Incident Management: Develop and maintain incident management processes, prioritize incidents, and coordinate with cross-functional teams to resolve issues efficiently.
3. Configuration Management: Establish and maintain accurate records of customer environments, including configurations, access, and monitoring data.
4. First-Line Enablement: Create and maintain SOPs, runbooks, and triage guides for SRE engineers, ensuring they have the necessary tools to handle initial triage, basic troubleshooting, and clear communication.
5. Customer Communication: Serve as the primary operational contact for a set of enterprise customers, leading regular service reviews, status calls, and presenting SLA performance, key incidents, risks, and improvement actions.
Requirements:
* Experience: 5+ years in a Service Delivery, Managed Services, IT Operations, or Enterprise Support role serving external customers.
* Skills: Hands-on experience with incident management and ITSM practices (incident/problem/change), ideally in an ITIL-inspired environment. Strong communication skills in English, both written and spoken.
* Educational Background: Bachelor's degree in Computer Science, Information Technology, or related field.
What You'll Gain:
* Opportunity to work with a global team: Collaborate with experts from various time zones and backgrounds.
* Professional growth: Develop your skills and expertise in service delivery, incident management, and configuration management.
* Benefits: Competitive compensation package, flexible working arrangements, and opportunities for career advancement.