Neocloud Service Delivery Manager

Mirantis is expanding its Neocloud Infrastructure-as-a-Service offerings and is seeking a Service Delivery Manager to lead the engineering team responsible for large-scale infrastructure. In this operational leadership role, you will own the incident lifecycle, manage 24x7 global operations, and ensure that customers receive the high level of service committed to in our SLAs.

Key responsibilities

• Manage a team of engineers responsible for infrastructure and platform operations, including performance management and skills development.
• Own service delivery performance, define and report on service KPIs, and chair regular internal and customer-facing service reviews.
• Lead the incident management process end-to-end, acting as the primary escalation point for critical outages and conducting post-incident reviews.
• Partner with Sales and Solutions Architecture to ensure delivery readiness for new customer environments.
• Drive continuous improvement in monitoring and observability tooling to enhance detection speed and reduce manual effort.

Requirements

• Proven experience managing technical operations or managed services teams for large-scale infrastructure.
• Strong technical background with the ability to lead incident responses and challenge root-cause analysis.
• Direct experience with SLA frameworks, service reporting, and managing distributed 24x7 shift-based teams.
• Excellent stakeholder management skills with the ability to communicate effectively to both engineers and executives.
• Must be based in the EU and eligible to work there.

What we offer

• Opportunity to work with an established leader in the cloud infrastructure industry.
• Collaboration with talented colleagues supporting Fortune 500 and Global 2000 customers.
• Participation in cutting-edge, open-source innovation.
• Access to professional development, training, and industry conferences.