Senior Service Delivery Manager

Role Overview

• Own customer-facing service delivery for the assigned region, with accountability for SLA adherence, service quality, and operational governance.
• Act as the primary operational escalation point above local Operations Engineers for major incidents, service degradation, chronic issues, and change risk.
• Define, implement, and continuously improve incident, problem, change, escalation, and communication processes across customer environments.
• Lead or chair operational review and change-control discussions, and ensure that high-risk changes are properly assessed, communicated, and tracked.
• Approve or govern root-cause analysis outcomes and ensure corrective and preventive actions are assigned, tracked, and closed.
• Coordinate closely with internal engineering, vendors, telco stakeholders, and local support teams to maintain service continuity.
• Build customer confidence through clear executive communication, daily incident/status reporting where needed, and well-structured service review cadences.
• Oversee operational readiness for new deployments, including runbooks, access, tooling, monitoring baselines, on-call setup, patching coordination, and handover into steady state.
• Use service data and operational KPIs such as MTTA, MTTR, change success rate, RCA follow-up closure, and patch compliance to improve delivery quality.
• Ensure the support model is aligned with the staffing structure: local business-hours coverage, after-hours rotation, escalation paths, and regional oversight.
• Maintain sufficient technical awareness of the platform stack to triage correctly and communicate credibly across infrastructure, cloud, Kubernetes, orchestration, observability, IAM, and metering domains.

Requirements

• Excellent communication skills: Ability to clearly and effectively communicate with customers, vendors and internal teams, both verbally and in writing.
• Technical knowledge: Understanding of the services being delivered and related technical concepts, including senior AI/ML/GPUaaS operations with strong all-round infrastructure knowledge (cloud, networking, DevOps).
• Problem-solving skills: Ability to analyze issues, identify root causes, and find solutions to resolve client problems (SLAs, ITIL processes and customer-facing operations).
• Customer service focus: Commitment to providing exceptional customer service and exceeding client expectations.
• Organizational skills: Ability to manage multiple tasks and prioritize effectively.
• Analytical skills: Capability to interpret data and identify trends to inform decision-making.
• 5+ years’ experience in telecom or data center management a plus.

Tech Stack

• Cloud
• Kubernetes

Benefits

• Attractive compensation package reflecting your expertise and experience.
• A great work environment characterised by friendliness, international diversity, flexibility, and a hybrid-friendly approach.
• Professional development opportunities.