Service Delivery Manager
About this role:
We are seeking a highly skilled Service Delivery Manager to oversee the operational aspects of our service delivery team. This is a hands-on role that requires close collaboration with engineers, customers, and other stakeholders.
Key Responsibilities:
1. Service Operations: Design and maintain on-call and coverage plans, manage incident processes, and ensure SLA compliance.
2. SOPs and First-Line Enablement: Create and maintain SOPs, runbooks, and triage guides for SRE engineers, and train and coach first-line/SRE teams.
3. Configuration Management: Establish and run a configuration management process that keeps track of each customer's environment.
4. Customer Communication and Governance: Serve as the primary operational contact for a set of enterprise customers, lead regular service reviews, and present SLA performance.
5. Commercial and Delivery Management: Clarify scope boundaries, work with customers and Sales to shape paid change requests, and monitor effort vs. contract.
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).
* 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 and explaining them in clear business terms to customers.
* Experience in commercial delivery: scope boundaries, change requests, effort vs. revenue.
* 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.
Location and Working Style:
Remote-first collaboration across multiple time zones. Regular overlap with European and North American business hours.
Flexible contract structure depending on location and preference.