Service Delivery Manager Job
Are you passionate about delivering exceptional service and leading teams to success? We're seeking a seasoned Service Delivery Manager to oversee our service operations and drive business growth.
The ideal candidate will have 5+ years of experience in Service Delivery, Managed Services, IT Operations, or Enterprise Support roles serving external customers. A strong background in incident management, ITSM practices, and configuration management is essential.
As a Service Delivery Manager, you will be responsible for:
* Designing and maintaining on-call and coverage plans to ensure all critical skills are available when needed.
* Leading incident management processes, including prioritization, role assignment, communication cadence, escalation, and post-incident reviews.
* Defining and monitoring key service metrics (e.g., MTTA, MTTR, SLA compliance, backlog health) and driving improvements based on them.
You'll also collaborate with engineering teams to staff and deliver engagements effectively. Your excellent communication and interpersonal skills will enable you to work closely with customers, Sales, and Account Management to shape paid change requests, monitor effort vs. contract, and protect margins.
To succeed in this role, you must be hands-on, with a proven track record of creating or improving SOPs/runbooks and training first-line/SRE teams. Experience working in small, fast-moving, remote teams is also desirable.
We offer a remote-first environment with flexible contract structures, depending on your location and preference. Our team collaborates online across multiple time zones, requiring regular overlap with European and North American business hours.