Service Delivery Manager
About the role:
* We're seeking a seasoned Service Delivery Manager to oversee our service operations.
This is a hands-on position that requires close collaboration with engineers, customers, and other stakeholders.
* Key responsibilities include designing and maintaining an on-call and coverage plan, owning the incident management process, defining and monitoring key service metrics, and acting as an incident lead during major incidents.
The ideal candidate will have 5+ years of experience in a Service Delivery, Managed Services, IT Operations, or Enterprise Support role serving external customers. They should be comfortable discussing technical topics with engineers and explaining them in clear business terms to customers.
* A strong communication skills in English, both written and spoken are essential for this role.
We're looking for a professional who can bring their expertise to our team and drive improvements in our service operations.
Responsibilities:
* Service operations, on-call & incidents
* SOPs, runbooks & first-line enablement
* Configuration management & readiness
* Customer communication & governance
* Commercial & delivery management
* Onboarding & training
Requirements:
* 5+ years in a Service Delivery, Managed Services, IT Operations, or Enterprise Support role
* 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)
* 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
Bonus Requirements:
* Background with data, analytics, or streaming platforms (e.g., Druid, Kafka, Flink, StarRocks, ClickHouse, TiDB, Hadoop, cloud data warehouses)
* Experience working in small, fast-moving, remote teams
Working style:
* Remote-first - we collaborate online across multiple time zones
* Role requires regular overlap with European and North American business hours
* We are flexible on contract structure (direct employment or via a global payroll partner or contractor/B2B), depending on your location and preference