Neocloud Service Delivery Manager (remote)
Lead a team of engineers delivering large‑scale IaaS infrastructure and platform services, handling 24x7 incident and outage management, SLA performance, and customer communication, while driving continuous improvement and observability.
- Compensation
- Not disclosed
- Location
- Poznań, Greater Poland Voivodeship, pl
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- Project management
- Posted
Skills
Must have
- Proven experience managing technical operations or managed services teams for large‑scale infrastructure/platform
- Technical background sufficient to understand incident details and lead response
- Direct experience owning incident management and major outage response with customer‑facing communication
- Strong working knowledge of SLA frameworks, service reporting, and escalation management
- Experience managing distributed or shift‑based teams on a 24x7 rotation
- Strong stakeholder management skills, communicating with engineers and customer executives
- Data‑driven approach to service management; ability to build and present operational metrics
- Must be based in the EU and eligible to work there
Nice to have
- Experience with observability tooling and practices (monitoring, logging, tracing, alerting)
- Familiarity with infrastructure and platform technologies
- ITIL or equivalent service management certification
- Experience in neocloud, hyperscaler, colocation, or managed hosting environments
- Experience managing services for customers owning their own physical infrastructure
- Experience expanding team remit from infrastructure to platform‑layer operations
Full description
About the Role
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.
Key ResponsibilitiesTeam Management
- 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
Service Delivery & SLA Management
- 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
Incident & Critical Outage Management
- 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