Service Delivery Manager
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Job Description
Neocloud Service Delivery Manager leading Mirantis’s Kubernetes-native AI infrastructure service delivery. Managing 24x7 engineering operations, SLAs, incidents, and customer-facing reliability improvements.
Responsibilities:
- Lead the engineering team delivering Mirantis's Neocloud Infrastructure-as-a-Service
- Manage engineers responsible for large-scale infrastructure and platform operations
- Own rostering and 24x7 coverage across a globally distributed operating model
- Conduct 1:1s, goal-setting, skills development, and performance reviews
- Own onboarding of engineers into live customer environments
- Manage service delivery performance against contracted SLAs
- Define, track, and report service KPIs including availability, MTTR, MTTA, ticket aging/backlog, and customer satisfaction
- Chair internal and customer-facing service review meetings
- Maintain and improve runbooks, escalation paths, and operational documentation
- Own the end-to-end incident lifecycle and serve as escalation point for major incidents and outages
- Coordinate cross-functional incident response and communicate status to customers and leadership
- Run blameless post-incident reviews and track corrective actions to closure
- Track incident trends and drive proactive reliability improvements
- Ensure on-call and escalation rotas are staffed, documented, and tested
- Act as senior operational contact for key customers
- Partner with Sales and Solutions Architecture during customer onboarding
- Represent service delivery performance and improvement plans in customer business reviews
- Improve monitoring, observability, and incident-management tooling
- Ensure operational readiness reviews are completed before new customer environments go live
Requirements:
- Proven experience managing technical operations or managed services teams responsible for large-scale infrastructure and/or platform operations
- A technical background sufficient to understand incident technicalities and lead responses credibly
- Direct experience owning incident management and major incident/outage response, including customer-facing communication during live incidents
- Strong working knowledge of SLA frameworks, service reporting, and escalation management
- Experience managing distributed or shift-based teams operating on a 24x7 rotation
- Strong stakeholder management skills, communicating clearly with engineers and customer executives
- Data-driven approach to service management and comfort building and presenting operational metrics
- Must be based in the EU and eligible to work there
- Experience with observability tooling and practices, infrastructure and platform technologies, ITIL or equivalent certification, and neocloud/hyperscaler/colocation/managed hosting environments are preferred or advantageous
Benefits:
- Professional development and training
- Attend conferences and working groups
- Company outings, happy hours, hackathons, and tech talks
- Competitive compensation package with a strong benefits plan
- Remote work option
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