Neocloud Service Delivery Manager

Stack

Responsibilities

• ▹Manage a team of engineers running large-scale infrastructure on behalf of customers
• ▹Own rostering and coverage across a 24x7, globally distributed operating model
• ▹Run team performance management: 1:1s, goal-setting, skills development, performance reviews
• ▹Identify and close skills gaps 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 the customer portfolio
• ▹Define, track and report on service KPIs (availability, MTTR, MTTA, ticket aging/backlog, customer satisfaction)
• ▹Chair regular internal and customer-facing service review meetings, backed by clear data
• ▹Maintain and improve runbooks, escalation paths and operational documentation
• ▹Manage SLA risk and escalate commercial impact to leadership
• ▹Own the incident management process end-to-end, from detection to post-incident review
• ▹Act as the primary escalation point for major incidents and outages, coordinating resources and communicating with customers and leadership
• ▹Run blameless post-incident reviews (RCA/PIR) and track corrective actions to closure
• ▹Track incident trends to drive proactive reliability improvements
• ▹Ensure on-call and escalation rotas are staffed, documented and regularly tested
• ▹Act as a senior operational point of contact for key customers
• ▹Partner with Sales and Solutions Architecture during onboarding of new customers
• ▹Improve monitoring, observability and incident-management tooling
• ▹Maintain onboarding/handover documentation for new customer environments
• ▹Ensure operational readiness reviews are completed before any new 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: you do not need to fix the issue yourself, but must 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 on a 24x7 rotation
• ▹Strong stakeholder management skills, able to communicate clearly with 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)
• ▹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 from infrastructure into platform-layer operations

Soft skills

About the company

Mirantis manages large-scale infrastructure to a high SLA on behalf of customers running demanding compute workloads, and is expanding into Neocloud Infrastructure-as-a-Service.