Service Delivery Manager

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

• Proven experience in service delivery management in a 24/7 infrastructure environment.
• Experience of delivery managed service to external business customers.
• Technical background and understanding of IT infrastructure components across compute, storage, networking, and cloud.
• Good understanding of web technologies.
• Gain an understanding of Celebrus product, understanding features and the product to a level to implement basic configuration changes.
• Excellent communication skills and experience working collaboratively with systems engineers, developers, administrators, and business partners.
• Project management skills and experience are desirable.
• Ability to work flexible hours, as needed.
• Knowledge of Scrum and other agile practices is essential.
• ITIL & Agile certifications or equivalent process management certifications are a plus.
• Understanding and experience of working in secure environments under ISO27001 or equivalent.
• Bachelor's degree in information technology, Computer Science, or ability to prove an aptitude for structured academic learning.
  
  

Celebrus Technologies is committed to having a workforce that reflects diversity at all levels and is an equal opportunity employer. We encourage you to bring your true self to work every day, as we embrace who you are and evaluate everyone equally. Qualified applicants are considered for employment, and employees are treated during employment without regard to ancestry; age; appearance; color; gender identity and/or expression; genetics; family or parental status; marital, civil union, or domestic partnership status; mental, physical, or sensory disability; national, social, or ethnic origin; citizenship; past or present military service; sexual orientation; socioeconomic status; race; or religion or belief, or any other characteristic protected under applicable law. If you require reasonable accommodation or assistance for any part of the interview and employment process.