Neocloud Service Delivery Manager

About the role

Mirantis is expanding its Neocloud Infrastructure-as-a-Service offering, managing large-scale infrastructure to a high SLA for customers running demanding compute workloads. The Neocloud Service Delivery Manager leads the engineering team delivering this service, owns the incident and outage management process and makes sure customers receive the committed level of service. This is an operational leadership role based in Prague.

Key responsibilities

• Manage a team of engineers responsible for large-scale infrastructure and platform operations, including rostering and coverage across a 24x7, globally distributed model
• Run team performance management (1:1s, goals, skills development, reviews) and close skills gaps as the scope grows into platform operations
• Onboard new engineers into live customer environments
• Own service delivery against contracted SLAs, define and report KPIs (availability, MTTR, MTTA, ticket backlog, customer satisfaction) and chair service review meetings
• Maintain runbooks, escalation paths and operational documentation, and escalate SLA risk to leadership
• Own incident management end-to-end, act as escalation point for major incidents, run blameless post-incident reviews and track corrective actions
• Keep on-call and escalation rotas staffed, documented and tested
• Act as senior operational contact for key customers, partner with Sales and Solutions Architecture on new customer onboarding, and present service performance in customer business reviews
• Drive continuous improvement of monitoring, observability and incident tooling, and ensure operational readiness reviews before new customer environments go live

Required profile

• Proven experience managing technical operations or managed services teams for large-scale infrastructure and/or platform operations
• Technical background sufficient to understand incidents well enough to lead responses
• Direct experience owning incident management and major incident/outage response, including customer-facing communication
• Experience managing distributed or shift-based teams on a 24x7 rotation
• Must be based in the EU and eligible to work there

Required skills

• Strong working knowledge of SLA frameworks, service reporting and escalation management
• Ability to communicate clearly to engineers and customer executives
• Data-driven approach to service management
• Preferred: observability tooling, ITIL or equivalent certification, and experience in neocloud, hyperscaler, colocation or managed hosting environments

What we offer

• Competitive compensation with a strong benefits plan
• Professional development, training, conferences and working groups
• Company outings, hackathons and tech talks