DevOps Service Delivery Manager

Are you a proactive and customer-focused professional with a passion for DevOps and service delivery excellence? Do you have a track record of successfully managing and enhancing service delivery for clients? If so, we want to hear from you!

As a DevOps Service Delivery Lead, you will play a pivotal role in ensuring the maintenance and efficiency of our DevOps cycle, identifying opportunities for improvement, and driving continuous service delivery excellence for our clients. You will manage client relationships, oversee service performance, and ensure that our technical teams deliver optimal solutions. 

Your Impact:

• Client Relationship Management:

  • Serve as one of the primary POCs for client inquiries and concerns as regards of the DevOps cycle and Cloud Infrastructure.
  • Understand client needs and ensure that service delivery aligns with their expectations.
  • Advise clients on cloud architecture and the DevOps cycle at a high level, helping them anticipate risks, optimize their environments, and identify opportunities for continuous improvement.
  • Manage and nurture client relationships to maintain high levels of client satisfaction and retention.

• Service Level Agreement (SLA) Management:

  • Ensure compliance with SLAs to meet client expectations.
  • Actively participate in reviewing SLAs to ensure they align with changing client needs and service capabilities.

• Cross-functional Collaboration:

  • Work closely with operations, technical support, and DevOps teams to ensure seamless service delivery.
  • Coordinate incident and problem resolution, ensuring timely action to restore services and minimize client impact.

• Platform Maintenance:

  • Oversee the maintenance of application platforms, ensuring issues are addressed within tight deadlines to guarantee uninterrupted service flow.
  • Identify and implement improvements in platform stability and performance.

• Process Improvement:

  • Continuously identify opportunities for process and service delivery improvements.
  • Lead initiatives to optimize service delivery processes and enhance efficiency.

• Risk Management:

  • Evaluate and mitigate risks related to service delivery, particularly focusing on pre-release risk management.
  • Ensure that service delivery risks are effectively communicated and managed.

• Strategy and Planning:

  • Contribute to the development of the service delivery strategy and participate in long-term planning.
  • Align service delivery objectives with broader organizational goals and strategies.

• Escalation Management:

  • Effectively manage escalations and conflicts to ensure timely resolution and client satisfaction.
  • Lead post-mortem discussions and implement lessons learned to prevent future issues.

• Team Leadership:

  • Build, lead, and manage a successful DevOps and service delivery team in a demanding ITIL environment.
  • Foster a collaborative team culture focused on continuous improvement and excellence. 

Your Skills and Experience:

• Service Management Expertise:

  • Excellent knowledge and experience with Service Management Processes, Service Delivery, and Operations Management.
  • Strong understanding of SLAs, incident and problem management, and ITIL service management best practices.

• Technical Leadership:

  • Proven track record of leading technology initiatives, managing technical staff, and collaborating with business leaders.
  • Extensive experience in managing large application stacks and ensuring their optimal performance.

• GCP Cloud Architecture Proficiency:

  • Strong proficiency in Google Cloud Platform (GCP) architecture, including hands-on experience with cloud services, infrastructure management, and automation within GCP environments.
  • Ability to leverage GCP tools and services to improve efficiency, scalability, and reliability of the service delivery process.

• Creative and Analytical Thinking:

  • Strong creative thinking, problem-solving, and decision-making skills.
  • Data-driven decision-making mindset with strong analytical and reporting capabilities.

• Communication and Collaboration:

  • Exceptional communication abilities, both written and verbal.
  • Ability to manage multiple priorities and work effectively in a dynamic environment.
  • Team leadership and collaboration abilities, fostering a high-performance culture.

Set Yourself Apart With:

• Bachelor’s degree in a relevant field; additional certifications in service management, DevOps, or GCP Cloud Architecture are a plus.
• Strong customer relationship management skills with a focus on satisfaction and retention.