Service Delivery Manager

About the companyWe provideenterprise support and consultingfor open-source analytics and data infrastructure platforms such asApache Druid, Apache Flink, StarRocksand other emerging technologies.Our customers runmission-critical, high-volume systemsand rely on us to keep them fast, stable, and available. We're a small, world-class expert, remote-first team working across multiple time zones (US, Brazil, Europe, India, Philippines), supporting100+ customer environmentswith SLAs ranging from advisory support to 24/7 incident coverage.About the roleWe're looking for an experiencedService Delivery Managerto take ownership of our service operations:SLAs and incident processeson-call and skills coverageSOPs and first-line/SRE enablementconfiguration managementSLA metrics and reportingand coordination between customers and our engineering teams.This is ahands-on role, not a pure governance role. You will be close to real incidents, engineers, and customers and you'll be expected to bring in practices you've already used successfully in previous service or managed-services environments.What you'll do1. Service operations, on-call & incidentsDesign and maintain anon-call and coverage planthat ensures all critical skills are available when needed (initially weekdays, evolving to full 24/7 where required).Own theincident management processfor your accounts: priorities, roles, communication cadence, escalations, and post-incident reviews.Define and monitor keyservice metrics(e.g., MTTA, MTTR, SLA compliance, backlog health) and drive improvements based on them.Act as incident lead / coordinator during major incidents, keeping engineers focused and customers informed.2. SOPs, runbooks & first-line enablementCreate and maintainSOPs, runbooks, and triage guidesfor SRE engineers, covering common incident types and operational tasks.Train and coach first-line/SRE teams so they can confidently handleinitial triage, basic troubleshooting, and clear communication, escalating only when needed.Continuously refine documentation based on real incident experience and feedback.3. Configuration management & readinessEstablish and run aconfiguration management processthat keeps track of each customer's environment (platforms in use, clusters, regions, configs, access, monitoring, key contacts).Proactively close information gaps by working directly with customers and engineers.Ensure configuration information is available and trustworthy during incidents and for onboarding new engineers.4. Customer communication & governanceBe theprimary operational contactfor a set of enterprise customers.Leadregular service reviews and status calls, presenting SLA performance, key incidents, risks, and improvement actions.Present and agree on theincident management processwith customers (channels, priorities, escalation paths, expectations).Work closely with Account Management / Sales on renewals, expansions, and expectation management.5. Commercial & delivery managementClarifywhat is in scopevs. out of scope and work with customers and Sales to shapepaid change requestswhen additional work is needed.Monitoreffort vs. contract, help protect margins, and flag risks early (under-scoped contracts, chronic over-use, under-utilized capacity).Work in amatrix environment, coordinating with different technical teams (e.g., database engineering, DevOps, SRE) to staff and deliver engagements effectively.6. Onboarding & trainingDesign and maintainonboarding pathsfor new engineers joining support/delivery (shadowing, training on SOPs, environment overviews, "certification" on certain incident types).Ensure new team members reach a productive, independent state quickly and safely.What success looks like in 6–12 monthsOn-call coverage isclear, predictable, and sustainable; engineers know when they're on and what's expected.First-line/SREs handle a meaningful share of incidentswithout escalation, using well-maintained runbooks.You can open a customer's configuration, see an accurate picture, and use it during incidents and planning.SLA and incident metrics aretracked, reported, and discussedregularly with customers and internally.Customers have a clear understanding ofhow incidents are handledand feel confident in the process.New engineers ramp up faster thanks to structured onboarding and training.You'll be a great fit if you have5+ yearsin aService Delivery, Managed Services, IT Operations, or Enterprise Supportrole servingexternal customers(not only internal IT).Experience with24/7 or extended-hours operations, including on-call or follow-the-sun setups.Hands-on experience withincident managementand ITSM practices (incident/problem/change), ideally in an ITIL-inspired environment.A track record ofcreating or improving SOPs/runbooksand training first-line / SRE teams.Experience maintainingconfiguration / environment datafor customer systems.Comfort discussing technical topics with engineers (cloud, distributed systems, data platforms) and explaining them in clear business terms to customers.Experience incommercial delivery: scope boundaries, change requests, effort vs. revenue, working alongside Sales / Account Management.Strong communication skills in English, both written and spoken.Nice to haveBackground withdata, analytics, or streaming platforms(e.g., Druid, Kafka, Flink, StarRocks, ClickHouse, TiDB, Hadoop, cloud data warehouses).Experience working in small, fast-moving, remote teams.Location & working styleRemote-first- we collaborate online across multiple time zones.Role requires regular overlap with European and North American business hours.We are flexible on contract structure (direct employment or via a global payroll partner or contractor/B2B), depending on your location and preference.