Service Delivery Manager

🕒 August 21

🇰🇿 Kazakhstan – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 22%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Mirantis

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Mirantis is a company that specializes in container management and cloud infrastructure solutions. It offers a range of products, including Mirantis Kubernetes Engine (MKE), Mirantis OpenStack for Kubernetes (MOSK), and Mirantis Container Cloud (MCC), which provide enterprise-level Kubernetes and container management platforms. Mirantis also develops tools for secure software supply chains, such as the Mirantis Container Runtime (MCR) and Mirantis Secure Registry (MSR). As an advocate for open source technologies, Mirantis supports various projects and provides resources like Lens Desktop, a popular Kubernetes IDE, and technical support for enterprises adopting cloud-native technologies. Their solutions cater to sectors such as public services, financial services, and broader SaaS and technology services industries.

📋 Description

• 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

• 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

• 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)