About the Role
We're seeking an experienced Service Delivery Manager to oversee our service operations.
Key Responsibilities
* Design and maintain on-call and coverage plans ensuring all critical skills are available when needed.
* Owning incident management processes for accounts, including prioritization, roles, communication cadence, escalations, and post-incident reviews.
* Defining and monitoring key service metrics (MTTA, MTTR, SLA compliance, backlog health) and driving improvements based on them.
* Acting as incident lead/coordinator during major incidents, keeping engineers focused and customers informed.
SOPs, Runbooks & First-Line Enablement
* Creating and maintaining SOPs, runbooks, and triage guides for SRE engineers covering common incident types and operational tasks.
* Training and coaching first-line/SRE teams to handle initial triage, basic troubleshooting, and clear communication, escalating only when necessary.
* Refining documentation based on real incident experience and feedback.
Configuration Management & Readiness
* Establishing and running a configuration management process tracking each customer's environment (platforms in use, clusters, regions, configs, access, monitoring, key contacts).
* Closing information gaps by working directly with customers and engineers.
* Ensuring configuration information is available and trustworthy during incidents and for onboarding new engineers.
Customer Communication & Governance
* Being the primary operational contact for a set of enterprise customers.
* Leading regular service reviews and status calls, presenting SLA performance, key incidents, risks, and improvement actions.
* Presenting and agreeing on the incident management process with customers (channels, priorities, escalation paths, expectations).
* Working closely with Account Management/Sales on renewals, expansions, and expectation management.
Commercial & Delivery Management
* Clarifying scope boundaries and working with customers and Sales to shape paid change requests when additional work is needed.
* Monitoring effort vs. contract, helping protect margins, and flagging risks early.
* Coordinating with technical teams (database engineering, DevOps, SRE) to staff and deliver engagements effectively.
Onboarding & Training
* Designing and maintaining onboarding paths for new engineers joining support/delivery (shadowing, training on SOPs, environment overviews, 'certification' on certain incident types).
* Ensuring new team members reach a productive, independent state quickly and safely.
What Success Looks Like
* On-call coverage is clear, predictable, and sustainable; engineers know when they're on and what's expected.
* First-line/SREs handle a meaningful share of incidents without escalation, using well-maintained runbooks.
* You can open a customer's configuration, see an accurate picture, and use it during incidents and planning.
* SLA and incident metrics are tracked, reported, and discussed regularly with customers and internally.
* Clients have a clear understanding of how incidents are handled and feel confident in the process.
* New engineers ramp up faster thanks to structured onboarding and training.
Requirements
* 5+ years in a Service Delivery, Managed Services, IT Operations, or Enterprise Support role serving external customers.
* Experience with 24/7 or extended-hours operations, including on-call or follow-the-sun setups.
* 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.