Neocloud Service Delivery Manager

Stack

Responsibilities

• ▹Manage a team of engineers responsible for large-scale infrastructure and platform operations
• ▹Own rostering and coverage across a 24x7, globally distributed operating model, ensuring continuous operational coverage
• ▹Run team performance management: 1:1s, goal-setting, skills development and performance reviews
• ▹Identify and close skills gaps within the team as scope grows from infrastructure into platform operations
• ▹Own onboarding of new engineers into live customer environments
• ▹Own service delivery performance against contracted SLAs across your customer portfolio
• ▹Define, track and report on service KPIs (availability, MTTR, MTTA, ticket aging and backlog, customer satisfaction)
• ▹Chair regular service review meetings, both internal and customer-facing, backed by clear data
• ▹Maintain and continuously improve runbooks, escalation paths and operational documentation
• ▹Manage SLA risk and escalate commercial impact to leadership where relevant
• ▹Own the incident management process end to end: detection, triage, escalation, resolution and post-incident review
• ▹Act as the primary escalation point for major and critical incidents and outages, coordinating cross-functional resources and communicating status to customers and leadership
• ▹Understand the technical detail behind incidents well enough to ask the right questions, challenge root-cause analysis and make good calls under pressure
• ▹Run blameless post-incident reviews (RCA/PIR) and track corrective actions through to closure
• ▹Track incident trends over time to drive proactive reliability improvements rather than reactive firefighting
• ▹Ensure on-call and escalation rotas are staffed, documented and regularly tested
• ▹Act as a senior operational point of contact for key customers, building trust through consistent, transparent delivery
• ▹Partner with Sales and Solutions Architecture during onboarding of new customers to confirm delivery readiness
• ▹Represent service delivery performance and improvement plans in customer business reviews
• ▹Drive continuous improvement across monitoring, observability and incident-management tooling to reduce manual effort and improve detection speed
• ▹Maintain structured onboarding and handover documentation for new customer environments
• ▹Ensure operational readiness reviews are completed before any new customer environment goes live

Requirements

• ▹Proven experience managing technical operations or managed services teams responsible for large-scale infrastructure and/or platform operations
• ▹A technical background of some kind: you don't need to be the person fixing the issue, but you need to understand the technicalities behind incidents well enough to lead the response 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, able to communicate clearly to both engineers and customer executives
• ▹Data-driven approach to service management, comfortable building and presenting operational metrics
• ▹Must be based in the EU and eligible to work there

Nice to have

• ▹Experience with observability tooling and practices (monitoring, logging, tracing, alerting), a strong plus
• ▹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 own their own physical infrastructure
• ▹Experience managing teams whose remit expanded over time from infrastructure into platform-layer operations

Soft skills

What we offer

• ▹Work with an established Silicon Valley leader in the cloud infrastructure industry
• ▹Exceptionally passionate, talented and engaging colleagues
• ▹Helping Fortune 500 and Global 2000 customers implement next-generation cloud technologies
• ▹Be part of cutting-edge, open-source innovation
• ▹High-energy environment of a young company where openness, collaboration, risk-taking and continuous growth are valued
• ▹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

About the company

Mirantis is the Kubernetes-native AI infrastructure company, enabling scalable, secure and sovereign infrastructure for AI, machine learning and data-intensive applications, built on open source and Kubernetes expertise. Its customers include Adobe, DocuSign, PayPal and Volkswagen.