About this role:
Job Description
* Servicing multiple enterprise accounts, you will lead the service operations of our support and consulting team.
* You will be responsible for designing, maintaining, and optimizing on-call coverage and skills management to ensure high-quality service delivery.
* This role requires excellent incident management skills, including defining and tracking key metrics and driving improvements based on them.
As a Service Delivery Manager, you will oversee the creation and maintenance of Standard Operating Procedures (SOPs), runbooks, and triage guides for SRE engineers.
The ideal candidate has experience with ITIL-inspired environments, hands-on knowledge of incident management, and strong communication skills in English.
You will work closely with customers to clarify scope boundaries, change requests, and effort vs. revenue. Experience in commercial delivery and working alongside sales teams is essential.
A background in data analytics or streaming platforms is a plus, but not required. We are looking for a motivated individual who can thrive in a fast-paced environment.
Key Responsibilities:
* Develop and maintain SOPs, runbooks, and triage guides for SRE engineers.
* Lead regular service reviews and status calls with customers.
* Work closely with Account Management/Sales on renewals, expansions, and expectation management.
* Maintain configuration/environment data for customer systems.
* Collaborate with different technical teams to staff and deliver engagements 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.
* 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 customers.
What success looks like:
* Predictable on-call coverage and sustainable engineer rotation.
* Well-maintained runbooks and effective incident handling by first-line/SREs.
* Accurate configuration information for each customer's environment.