About the Position:
We're seeking an experienced Service Delivery Manager to lead our service operations, ensuring seamless support and consulting for open-source analytics and data infrastructure platforms.
Key Responsibilities:
* Service Operations: Own SLAs and incident processes, design on-call and skills coverage plans, maintain SOPs and first-line/SRE enablement, configuration management, SLA metrics reporting, customer engineering team coordination.
* SOPs & Runbooks: Create triage guides for SRE engineers covering common incident types, train/coach first-line/SRE teams in initial triage/basics/troubleshooting/communication escalation.
* Configuration Management & Readiness: Establish a configuration management process tracking customer environment info (platforms/clusters/regions/configs/access/monitoring/key contacts).
* Customer Communication & Governance: Be primary operational contact for enterprise customers leading regular service reviews/status calls presenting SLA performance/key incidents/risk/improvement actions.