Service Delivery Manager

This is a fully remote position, open to applicants in Kazakhstan.

📋 Description

• Lead the engineering team responsible for delivering Mirantis's Neocloud Infrastructure-as-a-Service.

• Oversee engineers tasked with large-scale infrastructure and platform operations.

• Manage rostering and coverage for a globally distributed 24x7 operational model.

• Conduct one-on-one meetings, set goals, promote skills development, and carry out performance reviews.

• Identify and address team skill deficiencies as the scope of work increases.

• Facilitate onboarding of engineers into active customer environments.

• Take ownership of service delivery performance in relation to contracted SLAs.

• Define, monitor, and report service KPIs, including availability, MTTR, MTTA, ticket aging/backlog, and customer satisfaction.

• Chair both internal and customer-facing service review meetings.

• Maintain and enhance runbooks, escalation paths, and operational documentation.

• Manage SLA risks and escalate the commercial impact to leadership.

• Oversee the incident lifecycle from detection to post-incident review.

• Serve as the primary escalation point for major and critical incidents/outages.

• Coordinate cross-functional resources and communicate incident status updates to customers and leadership.

• Conduct blameless post-incident reviews and ensure tracking of corrective actions to closure.

• Analyze incident trends to promote proactive reliability enhancements.

• Ensure that on-call and escalation rotas are adequately staffed, documented, and tested.

• Act as the senior operational contact for key customers.

• Collaborate with Sales and Solutions Architecture during the customer onboarding process.

• Represent service delivery performance and improvement strategies in customer business reviews.

• Enhance monitoring, observability, and incident management tools.

• Maintain onboarding and handover documentation.

• Ensure operational readiness reviews are conducted prior to new customer environments going live.

⛳️ Requirements

• Demonstrated experience managing technical operations or managed services teams responsible for large-scale infrastructure and/or platform operations.

• A technical background sufficient to understand incident complexities and lead responses with credibility.

• Direct experience in owning incident management and major incident/outage responses, including customer communication during live incidents.

• Strong understanding of SLA frameworks, service reporting, and escalation management.

• Experience managing distributed or shift-based teams operating on a 24x7 rotation.

• Excellent stakeholder management skills, with the ability to communicate effectively with engineers and customer executives.

• A data-driven approach to service management, including the ability to build and present operational metrics.

• Must be based in the EU and eligible to work there.

• Experience with observability tools and practices (monitoring, logging, tracing, alerting) is a significant advantage.

• Familiarity with infrastructure and platform technologies.

• ITIL or equivalent service management certification.

• Experience in a neocloud, hyperscaler, colocation, or managed hosting environment.

• Experience managing services for customers who possess their own physical infrastructure.

• Experience leading teams whose responsibilities expanded from infrastructure into platform-layer operations.

🏝️ Benefits

• Opportunities for professional development and training.

• Attend conferences and participate in working groups.

• Company outings, happy hours, hackathons, and tech talks.

• Competitive compensation package complemented by a robust benefits plan.

• Flexible remote work arrangement (employees can work remotely).