Service Delivery Manager -Managed Monitoring Services & Internal IT

Role & responsibilities

• Service establishment: lead the four-week service onboarding environment access, playbook internalisation, shadowed and supervised operations through to independent 24/7-capable operation under full SLA
• Team leadership: manage a team of NOC analysts monitoring the client's production environment (Linux, Grafana, Vertica) shift rosters, handover discipline, coaching and quality reviews
• SLA ownership: own alert acknowledgement and response SLAs, including 30-minute critical response;

ensure every escalation to the client's technical team carries complete diagnostic context

• Playbook governance: maintain and continuously improve monitoring playbooks; run the feedback loop that turns every out-of-playbook incident into a documented procedure
• Client management: produce weekly service reports and daily critical-incident updates; run review cadences with client stakeholders and act as the primary service contact
• Continuous improvement: drive automation of routine checks, triage data-gathering and reporting using scripting and AI-assisted tooling
• Internal IT Administration

Preferred candidate profile

• 10+ years in network/infrastructure operations, with at least 3 years leading a NOC, service desk or 24/7 operations team
• Hands-on Linux administration — system service management, log analysis, resource diagnostics and shell scripting (this will be assessed practically)
• Working experience with monitoring stacks — Grafana, Prometheus, or equivalent enterprise monitoring/alerting platforms
• Strong incident, change and escalation management discipline (ITIL-style), with a track record of SLA delivery and reporting to client stakeholders
• Excellent written and verbal communication — comfortable running reviews with US-based client engineering and support teams
• Flexibility to overlap with US business hours during the service establishment phase and for critical incidents