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Deep.BI · 1 month ago

Service Delivery Manager – Enterprise Support (Remote)

United States

Full-time

Remote

Senior Level

5+ years exp

Deep.BI provides enterprise support and consulting for open-source analytics and data infrastructure platforms. They are seeking an experienced Service Delivery Manager to oversee service operations, manage incidents, and ensure effective communication between customers and engineering teams.

AnalyticsArtificial Intelligence (AI)Big DataBusiness IntelligenceData IntegrationData VisualizationDigital MediaPredictive AnalyticsPublishing

Responsibilities

Design and maintain an on-call and coverage plan that ensures all critical skills are available when needed (initially weekdays, evolving to full 24/7 where required)

Own the incident management process for your accounts: priorities, roles, communication cadence, escalations, and post-incident reviews

Define and monitor key service metrics (e.g., MTTA, MTTR, SLA compliance, backlog health) and drive improvements based on them

Act as incident lead / coordinator during major incidents, keeping engineers focused and customers informed

Create and maintain SOPs, runbooks, and triage guides for SRE engineers, covering common incident types and operational tasks

Train and coach first-line/SRE teams so they can confidently handle initial triage, basic troubleshooting, and clear communication, escalating only when needed

Continuously refine documentation based on real incident experience and feedback

Establish and run a configuration management process that keeps track of each customer’s environment (platforms in use, clusters, regions, configs, access, monitoring, key contacts)

Proactively close information gaps by working directly with customers and engineers

Ensure configuration information is available and trustworthy during incidents and for onboarding new engineers

Be the primary operational contact for a set of enterprise customers

Lead regular service reviews and status calls, presenting SLA performance, key incidents, risks, and improvement actions

Present and agree on the incident management process with customers (channels, priorities, escalation paths, expectations)

Work closely with Account Management / Sales on renewals, expansions, and expectation management

Clarify what is in scope vs. out of scope and work with customers and Sales to shape paid change requests when additional work is needed

Monitor effort vs. contract, help protect margins, and flag risks early (under-scoped contracts, chronic over-use, under-utilized capacity)

Work in a matrix environment, coordinating with different technical teams (e.g., database engineering, DevOps, SRE) to staff and deliver engagements effectively

Design and maintain onboarding paths for new engineers joining support/delivery (shadowing, training on SOPs, environment overviews, “certification” on certain incident types)

Ensure new team members reach a productive, independent state quickly and safely

Qualification

Service Delivery ManagementIncident ManagementConfiguration ManagementSOPsRunbooksITIL PracticesCustomer CommunicationCommercial DeliveryTrainingCoachingData PlatformsCommunication Skills

Required

5+ years in a Service Delivery, Managed Services, IT Operations, or Enterprise Support role serving external customers (not only internal IT)

Experience with 24/7 or extended‑hours operations, including on‑call or follow‑the‑sun setups

Hands‑on experience with incident management and ITSM practices (incident/problem/change), ideally in an ITIL‑inspired environment

A track record of creating or improving SOPs/runbooks and training first‑line / SRE teams

Experience maintaining configuration / environment data for customer systems

Comfort discussing technical topics with engineers (cloud, distributed systems, data platforms) and explaining them in clear business terms to customers

Experience in commercial delivery: scope boundaries, change requests, effort vs. revenue, working alongside Sales / Account Management

Strong communication skills in English, both written and spoken