About the role
* We are seeking an experienced Service Delivery Manager to take ownership of our service operations.
Key Responsibilities
1. Design and maintain an on-call and coverage plan that ensures all critical skills are available when needed.
2. Own the incident management process for your accounts, prioritizing roles, communication cadence, escalations, and post-incident reviews.
3. Define and monitor key service metrics such as MTTA, MTTR, SLA compliance, and backlog health to drive improvements.
4. Act as incident lead/coordinator during major incidents, keeping engineers focused and customers informed.
Service Operations
Our team provides enterprise support and consulting for open-source analytics and data infrastructure platforms. You will be responsible for ensuring our services operate efficiently and effectively.
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, ideally in an ITIL-inspired environment.
What We Offer
As a Service Delivery Manager, you will have the opportunity to work closely with our team to deliver exceptional customer experiences. We offer a remote-first work environment, flexible contract structures, and competitive compensation packages.
Why Join Our Team
* Opportunity to work with a world-class expert team in a fast-moving industry.
* Chance to develop your skills and expertise in service delivery and operations.
* Collaborative and dynamic work environment.