Service Delivery Manager
Service Delivery Manager
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Job Description
Summary
As a Service Delivery Manager (SDM) in our organization you will be responsible for ensuringthe smooth and efficient delivery of Celebrus Cloud services in a 24/7 infrastructureenvironment. You will play a critical role in maintaining elevated levels of customersatisfaction by overseeing service delivery and working with technical teams. This is a keycustomer facing role.
Core Responsibilities
Provide point of contact service to the Celebrus Cloud customer for all scheduled changeincluding out of hours and provide a conduit service for interruptions to normal service andescalations raised by the client.
Plan and coordinate all scheduled maintenance and upgrades with allocated technicalresources and deliver in accordance with client agreed plans and timeline.
Liaise with both Sales and Celebrus Professional Services to ensure that new client/partnersolutions are architected and onboarded in compliance with service managementrequirements and raise awareness of new and potential business.
Liaise with client to ensure that new Celebrus environments are onboarded in compliance withcustomer requirements.
Create manage and monitor the delivery of Celebrus Cloud services to meet established servicelevel agreements (SLAs) key performance indicators (KPIs) service improvements plans (SIPs)
Service management reporting of KPI and SLA performance capacity risk and issues affectingthe Celebrus Cloud infrastructure environment to the client.
Conduct postincident reviews and root cause analysis to prevent recurrence.
Responsible for the triage and coordination of technical resources during major productionincidents and provide regular updates to the client/partner.
Collaborate with crossfunctional teams (like Development and Data Analytics teams) to ensureseamless service delivery and issue resolution.
Coordinate incident response and resolution efforts including afterhours support whennecessary.
Help the Celebrus cloud team with Scrum implementation. When appropriate owning the ScrumMaster 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 computestorage networking and cloud.
Good understanding of web technologies.
Gain an understanding of Celebrus product understanding features and the product to a level toimplement basic configuration changes.
Excellent communication skills and experience working collaboratively with systems engineersdevelopers 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 orequivalent.
Bachelors degree in information technology Computer Science or ability to prove an aptitudefor structured academic learning.
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.
Employment Type
Full Time
