Neocloud Service Delivery Manager

About This Opportunity

We are representing a confidential cloud infrastructure organization that is expanding its managed services practice. They are building out a large-scale Infrastructure-as-a-Service operation with demanding SLA commitments, and we need an experienced Service Delivery Manager to lead the engineering team responsible for keeping customer environments running smoothly around the clock.

This is an operational leadership role based in Poland. You'll manage a distributed team of infrastructure engineers, own the end-to-end incident management process, and serve as the primary escalation point when critical outages occur. Success means building the systems, processes, and team capabilities that prevent fires rather than just fighting them.

Responsibilities

• Manage a team of engineers responsible for operating large-scale infrastructure environments on behalf of multiple enterprise customers
• Own rostering and coverage across a 24x7 globally distributed model, ensuring continuous operational support
• Run team performance management including 1:1s, goal-setting, skills development, and performance reviews
• Own service delivery performance against contracted SLAs across your customer portfolio
• Define, track, and report on service KPIs including availability, MTTR, MTTA, ticket aging, and customer satisfaction
• Chair regular service review meetings with both internal stakeholders and customers, supported by clear metrics
• Own the complete incident management lifecycle: detection, triage, escalation, resolution, and post-incident review
• Act as the primary escalation point for major and critical incidents, coordinating cross-functional resources and communicating status to customers and leadership
• Run blameless post-incident reviews and track corrective actions through to closure
• Act as a senior operational point of contact for key customers, building trust through consistent, transparent delivery
• Partner with Sales and Solutions Architecture during customer onboarding to confirm delivery readiness
• Drive continuous improvement across monitoring, observability, and incident-management tooling

What We're Looking For

Required:

• Proven experience managing technical operations or managed services teams responsible for large-scale infrastructure and/or platform operations
• Technical background sufficient to understand incident details, challenge root-cause analysis, and make sound decisions under pressure
• Direct experience owning incident management and major incident response, including customer-facing communication during live incidents
• Strong working knowledge of SLA frameworks, service reporting, and escalation management
• Experience managing distributed or shift-based teams operating on 24x7 rotation
• Strong stakeholder management skills with the ability to communicate clearly to both engineers and customer executives
• Data-driven approach to service management, comfortable building and presenting operational metrics
• Based in the EU and eligible to work there

Preferred:

• Experience with observability tooling and practices (monitoring, logging, tracing, alerting)
• Familiarity with cloud infrastructure and platform technologies
• ITIL or equivalent service management certification
• Experience in a cloud services, hyperscaler, colocation, or managed hosting environment
• Experience managing services for customers who own their own physical infrastructure
• Experience managing teams whose remit expanded over time from infrastructure into platform-layer operations

How We Work With You

Candidates apply through the Get A Job.ai platform. Our talent team will conduct an initial screening to understand your background and fit for the role. Once we confirm mutual interest, we submit your profile to our client for consideration. Please do not attempt to contact the client directly, as all communication should flow through Get A Job.ai to ensure a coordinated and professional process.

Pay

Compensation details will be discussed during the screening process based on your experience and the client's budget for this role.

Equal Opportunity: Get A Job.ai is committed to inclusive recruiting practices. We evaluate candidates based on skills and experience relevant to the role.