Service Delivery Manager

Mirantis

Neocloud Service Delivery Manager leading 24x7 infrastructure and platform operations for Mirantis’s Kubernetes-native AI infrastructure. Owning SLAs, incidents, customer delivery, and operational reliability.

Posted 8/21/2026full-timeRemote • 🇰🇿 KazakhstanMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing large-scale infrastructure and platform operations, with a strong focus on incident management, service delivery performance, and stakeholder communication. Proficient in utilizing observability tooling and data-driven metrics to enhance operational efficiency and customer satisfaction.

Highest-signal resume keywords

Incident ManagementService Level Agreement (SLA) ManagementTechnical Operations ManagementObservability ToolingStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Infrastructure ManagementPlatform OperationsService ReportingOperational MetricsIncident Lifecycle ManagementPerformance ReviewsSkills DevelopmentEscalation ManagementCustomer CommunicationData-Driven Service Management

Soft Skills

Team LeadershipCommunication SkillsGoal SettingProblem SolvingCross-Functional Coordination

Tools & Technologies

Monitoring ToolsLogging ToolsTracing ToolsAlerting ToolsOperational Documentation

Certifications & Qualifications

ITIL Certification

Industry Keywords

NeocloudHyperscalerColocationManaged Hosting24x7 Operations

About the role

Key responsibilities & impact

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 coverage for a globally distributed 24x7 operating model
Conduct 1:1s, goal-setting, skills development, and performance reviews
Identify and close team skills gaps as scope expands
Onboard engineers into live customer environments
Own 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
Manage SLA risk and escalate commercial impact to leadership
Own the incident lifecycle from detection through post-incident review
Act as primary escalation point for major and critical incidents/outages
Coordinate cross-functional resources and communicate incident status to customers and leadership
Run blameless post-incident reviews and track corrective actions to closure
Analyze incident trends to 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
Maintain onboarding and handover documentation
Ensure operational readiness reviews before new customer environments go live

Requirements

What you’ll need

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, with communication to engineers and customer executives
Data-driven approach to service management, including building and presenting operational metrics
Must be based in the EU and eligible to work there
Experience with observability tooling and practices (monitoring, logging, tracing, alerting) is 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 from infrastructure into platform-layer operations

Benefits

Comp & perks

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 arrangement (employees can work remotely)