Job Description
As a Service Delivery Manager, you will play a pivotal role in overseeing the smooth operation of our service delivery processes.
Key responsibilities include:
* Ensuring adherence to SLAs and incident management processes.
* Developing and maintaining on-call and skills coverage plans.
* Establishing SOPs and first-line/SRE enablement.
* Maintaining configuration management.
* Tracking SLA metrics and reporting.
* C coordinating between customers and engineering teams.
This is a hands-on role that requires close interaction with real incidents, engineers, and customers. You will be expected to bring in practices from previous service or managed-services environments.
Required Skills and Qualifications
To succeed in this role, you must possess:
* At least 5 years of experience in Service Delivery, Managed Services, IT Operations, or Enterprise Support roles 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.
Benefits
We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.
Others
This role requires strong analytical and problem-solving skills, as well as excellent communication and collaboration abilities.
Success in this Role
In six to twelve months, we expect you to have achieved the following:
* 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.
* Customers 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.
Great Fit If You Have
You'll be a great fit for this role if you have:
* Hands-on experience with incident management and ITSM practices.
* Experience with configuration management.
* Strong communication skills.
* Ability to work in a fast-paced, dynamic environment.