Service Delivery Manager

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

📋 Description

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

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

• Take responsibility for rostering and ensuring 24x7 coverage within a globally distributed operational framework.

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

• Manage the onboarding process of engineers into active customer environments.

• Ensure service delivery performance aligns with contracted SLAs.

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

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

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

• Oversee the complete incident lifecycle and act as the escalation point for significant incidents and outages.

• Coordinate cross-functional responses to incidents and communicate updates to customers and leadership.

• Conduct blameless post-incident reviews and ensure corrective actions are followed through to completion.

• Monitor incident trends and promote proactive improvements in reliability.

• Ensure on-call and escalation rosters are staffed, documented, and regularly tested.

• Serve as the senior operational contact for key customers.

• Collaborate with Sales and Solutions Architecture during customer onboarding processes.

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

• Enhance monitoring, observability, and incident management tools.

• Ensure operational readiness reviews are conducted prior to the launch of new customer environments.

⛳️ Requirements

• Demonstrated experience in managing technical operations or managed services teams focused on large-scale infrastructure and/or platform operations.

• A technical background that enables a clear understanding of incident intricacies and the ability to lead responses confidently.

• Direct experience in managing incident responses and major incident/outage communications, especially during live incidents.

• Solid knowledge of SLA frameworks, service reporting, and escalation management processes.

• Experience overseeing distributed or shift-based teams operating on a 24x7 schedule.

• Strong stakeholder management capabilities, with clear communication skills for both engineers and customer executives.

• A data-driven mindset towards service management and proficiency in creating and presenting operational metrics.

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

• Familiarity with observability tools and practices, infrastructure and platform technologies, ITIL or equivalent certification, as well as experience with neocloud/hyperscaler/colocation/managed hosting environments are preferred or considered advantageous.

🏝️ Benefits

• Professional development and training opportunities.

• Participation in conferences and working groups.

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

• Competitive compensation package with a robust benefits plan.

• Option for remote work.