About the Role
Service Delivery Excellence
We're looking for an experienced Service Delivery Manager to lead our service operations. This is a hands-on role, not a pure governance position.
* SLAs and incident processes: Design and maintain on-call and coverage plans that ensure all critical skills are available when needed.
* On-call and incidents: Own the incident management process for your accounts, prioritizing, roles, communication cadence, escalations, and post-incident reviews.
* SOPs, runbooks & first-line enablement: Create and maintain SOPs, runbooks, and triage guides for SRE engineers, covering common incident types and operational tasks.
* Configuration management & readiness: Establish and run a configuration management process that keeps track of each customer's environment.
* Customer communication & governance: Be the primary operational contact for a set of enterprise customers, leading regular service reviews and status calls.
* Commercial & delivery management: Clarify scope boundaries, monitor effort vs. contract, and help protect margins.
What Success Looks Like in 6–12 Months
* 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.
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.
* Comfort discussing technical topics with engineers and explaining them in clear business terms to clients.
* Strong communication skills in English, both written and spoken.