Service Delivery Manager

🔥 0 minutes ago

🇰🇿 Kazakhstan – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 20%

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 24x7 coverage across a globally distributed operating model • Conduct 1:1s, goal-setting, skills development, and performance reviews • Own onboarding of engineers into live customer environments • Manage 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 • Own the end-to-end incident lifecycle and serve as escalation point for major incidents and outages • Coordinate cross-functional incident response and communicate status to customers and leadership • Run blameless post-incident reviews and track corrective actions to closure • Track incident trends and 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 • Ensure operational readiness reviews are completed 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, communicating clearly with engineers and customer executives • Data-driven approach to service management and comfort building and presenting operational metrics • Must be based in the EU and eligible to work there • Experience with observability tooling and practices, infrastructure and platform technologies, ITIL or equivalent certification, and neocloud/hyperscaler/colocation/managed hosting environments are preferred or advantageous

🏖️ 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 option