Celebrus Service Delivery Manager

As the Celebrus Service Delivery Manager you will own the day-to-day delivery of Celebrus Cloud services in a 24/7 infrastructure environment acting as the primary customer-facing point of contact for service performance scheduled change incident coordination and escalation management. Working closely with Cloud Engineering Customer Success Professional Services Development Product Support and other stakeholders you will ensure services are delivered against agreed SLAs and KPIs while driving clear communication accurate reporting strong customer relationships and continuous service improvement.

Core Responsibilities

Act as the primary point of contact for Celebrus Cloud customers coordinating scheduled changes service interruptions escalations and client communications.

Plan and coordinate scheduled maintenance upgrades and onboarding of new clients partners and Celebrus environments in line with agreed requirements service management standards plans and timelines.

Manage and monitor Celebrus Cloud service delivery against SLAs KPIs capacity risks issues and service improvement plans including regular reporting to clients and management.

Coordinate incident response triage technical resources during major production incidents provide client updates and lead post-incident reviews and root cause analysis with cloud engineering teams.

Collaborate with Customer Success Professional Services Development Cloud Engineering and other cross-functional teams to support seamless service delivery and issue resolution.

Build strong customer and stakeholder relationships gather feedback and incorporate insights into continuous service improvement initiatives.

Maintain accurate records of service performance incidents resolutions and improvement actions.

Support Scrum adoption within the Celebrus Cloud team including taking on the Scrum Master role and contributing to retrospectives where appropriate.

Develop Celebrus product knowledge and skills to be able to converse with clients around the Celebrus product tools.

Skills & 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 and web technologies.

Excellent communication skills and experience working collaboratively with cloud engineers and other teams

Knowledge of Scrum and other agile practices is desirable.

ITIL & Agile certifications or equivalent process management certifications are a plus.

Understanding and experience of working in secure environments under ISO27001 or equivalent.

Bachelors degree in information technology Computer Science or ability to prove an aptitude for structured academic learning or relevant experience in technology service delivery.

Any experience in martech and web analytics is desirable.

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.