Neocloud Service Delivery Manager

Mirantis

3d•Remote

About The Position

Mirantis is expanding into Neocloud Infrastructure-as-a-Service — managing large-scale infrastructure to a high SLA on behalf of customers running demanding compute workloads, with the scope growing over time to cover the full stack up to the platform layer. We're looking for a Neocloud Service Delivery Manager to lead the engineering team delivering this service, own our incident and outage management process, and make sure our customers consistently get the level of service we commit to. This is an operational leadership role. You'll manage a team of engineers responsible for infrastructure and, over time, the platform layer running on top of it. You'll own the incident lifecycle end-to-end and act as the escalation point when things go wrong — while building the reporting, process, and team rhythm that reduces how often they go wrong in the first place.

Requirements

Proven experience managing technical operations or managed services teams responsible for large-scale infrastructure and/or platform operations
A technical background of some kind — you don't need to be the person fixing the issue, but you need to understand the technicalities behind incidents well enough to lead the response 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, able to communicate clearly to both engineers and customer executives
Data-driven approach to service management, comfortable building and presenting operational metrics
Must be based in the EU and eligible to work there

Nice To Haves

Experience with observability tooling and practices (monitoring, logging, tracing, alerting) — 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 over time from infrastructure into platform-layer operations

Responsibilities

Manage a team of engineers responsible for large-scale infrastructure and platform operations
Own rostering and coverage across a 24x7, globally distributed operating model, ensuring continuous operational coverage
Run team performance management: 1:1s, goal-setting, skills development, and performance reviews
Identify and close skills gaps within the team as scope grows from infrastructure into platform operations
Own onboarding of new engineers into live customer environments
Own service delivery performance against contracted SLAs across your customer portfolio
Define, track, and report on service KPIs (availability, MTTR, MTTA, ticket aging/backlog, customer satisfaction)
Chair regular service review meetings, both internal and customer-facing, backed by clear data
Maintain and continuously improve runbooks, escalation paths, and operational documentation
Manage SLA risk and escalate commercial impact to leadership where relevant
Own the incident management process end-to-end: detection, triage, escalation, resolution, and post-incident review
Act as the primary escalation point for major and critical incidents/outages, coordinating cross-functional resources and communicating status to customers and leadership
Understand the technical detail behind incidents well enough to ask the right questions, challenge root-cause analysis, and make good calls under pressure
Run blameless post-incident reviews (RCA/PIR) and track corrective actions through to closure
Track incident trends over time to drive proactive reliability improvements rather than reactive firefighting
Ensure on-call and escalation rotas are staffed, documented, and regularly tested
Act as a senior operational point of contact for key customers, building trust through consistent, transparent delivery
Partner with Sales and Solutions Architecture during onboarding of new customers to confirm delivery readiness
Represent service delivery performance and improvement plans in customer business reviews
Drive continuous improvement across monitoring, observability, and incident-management tooling to reduce manual effort and improve detection speed
Maintain structured onboarding/handover documentation for new customer environments
Ensure operational readiness reviews are completed before any new customer environment goes live