What are the responsibilities and job description for the Service Delivery Manager position at Celebrus Technologies Plc?
Celebrus Technologies plc is a UK-founded tech company quoted on the London Stock Exchange (CLBS). For 30 years, Celebrus has focused on helping companies get the best possible value from all their data assets. With clients in 27 countries, throughout the financial services and banking, retail, travel, healthcare and telecom sectors, Celebrus continues to lead data innovation globally.
Summary
As a Service Delivery Manager (SDM) in our organization, you will be responsible for ensuring the smooth and efficient delivery of Celebrus Cloud services in a 24 / 7 infrastructure environment. You will play a critical role in maintaining elevated levels of customer satisfaction by overseeing service delivery and working with technical teams. This is a key customer facing role.
Core Responsibilities
- Provide point of contact service to the Celebrus Cloud customer for all scheduled change including out of hours and provide a conduit service for interruptions to normal service and escalations raised by the client.
- Plan and coordinate all scheduled maintenance and upgrades with allocated technical resources and deliver in accordance with client agreed plans and timeline.
- Liaise with both Sales and Celebrus Professional Services to ensure that new client / partner solutions are architected and on-boarded in compliance with service management requirements and raise awareness of new and potential business.
- Liaise with client to ensure that new Celebrus environments are on-boarded in compliance with customer requirements.
- Create, manage, and monitor the delivery of Celebrus Cloud services to meet established service level agreements (SLAs), key performance indicators (KPIs), service improvements plans (SIPs)
- Service management reporting of KPI and SLA performance, capacity, risk, and issues affecting the Celebrus Cloud infrastructure environment to the client.
- Conduct post-incident reviews and root cause analysis to prevent recurrence.
- Responsible for the triage and coordination of technical resources during major production incidents and provide regular updates to the client / partner.
- Collaborate with cross-functional teams (like Development and Data Analytics teams) to ensure seamless service delivery and issue resolution.
- Coordinate incident response and resolution efforts, including after-hours support when necessary.
- Help the Celebrus cloud team with Scrum implementation. When appropriate owning the Scrum Master role.
- Continuously assess service quality and identify areas for improvement.
- Build and maintain strong relationships with key stakeholders and customers.
- Gather feedback from customers and incorporate it into service improvement initiatives.
- Monitor and enforce security measures to protect infrastructure assets and data.
- Maintain accurate records of service performance, incidents, and resolutions.
- Prepare and present regular reports on service delivery metrics to management.
- Seek new approaches and tooling to simplify and accelerate delivery.
Skills and Requirements
Celebrus Technologies is committed to having a workforcethat reflects diversity at all levels and is an equal opportunity employer. Weencourage you to bring your true self to work every day, as we embrace who youare and evaluate everyone equally. Qualified applicants are considered foremployment, and employees are treated during employment without regard toancestry; age; appearance; color; gender identity and / or expression; genetics;family or parental status; marital, civil union, or domestic partnershipstatus; mental, physical, or sensory disability; national, social, or ethnicorigin; citizenship; past or present military service; sexual orientation;socioeconomic status; race; or religion or belief, or any other characteristicprotected under applicable law. If you require reasonable accommodation orassistance for any part of the interview and employment process.
