As the Celebrus Service Delivery Manager, you will own the day-to-day delivery of Celebrus Cloud services in a 24/7 infrastructure environment, acting as the primary customer-facing point of contact for service performance, scheduled change, incident coordination, and escalation management. Working closely with Cloud Engineering, Customer Success, Professional Services, Development, Product Support, and other stakeholders, you will ensure services are delivered against agreed SLAs and KPIs while driving clear communication, accurate reporting, strong customer relationships, and continuous service improvement.
Core Responsibilities
• Act as the primary point of contact for Celebrus Cloud customers, coordinating scheduled changes, service interruptions, escalations, and client communications.
• Plan and coordinate scheduled maintenance, upgrades, and onboarding of new clients, partners, and Celebrus environments in line with agreed requirements, service management standards, plans, and timelines.
• Manage and monitor Celebrus Cloud service delivery against SLAs, KPIs, capacity, risks, issues, and service improvement plans, including regular reporting to clients and management.
• Coordinate incident response, triage technical resources during major production incidents, provide client updates, and lead post-incident reviews and root cause analysis with cloud engineering teams.
• Collaborate with Customer Success, Professional Services, Development, Cloud Engineering, and other cross-functional teams to support seamless service delivery and issue resolution.
• Build strong customer and stakeholder relationships, gather feedback, and incorporate insights into continuous service improvement initiatives.
• Maintain accurate records of service performance, incidents, resolutions, and improvement actions.
• Support Scrum adoption within the Celebrus Cloud team, including taking on the Scrum Master role and contributing to retrospectives where appropriate.
• Develop Celebrus product knowledge and skills to be able to converse with clients around the Celebrus product tools.
Skills & Requirements
• Proven experience in service delivery management in a 24/7 infrastructure environment.
• Experience of delivery managed service to external business customers.
• Technical background and understanding of IT infrastructure and web technologies.
• Excellent communication skills and experience working collaboratively with cloud engineers and other teams
• Knowledge of Scrum and other agile practices is desirable.
• ITIL & Agile certifications or equivalent process management certifications are a plus.
• Understanding and experience of working in secure environments under ISO27001 or equivalent.
• Bachelor's degree in information technology, Computer Science, or ability to prove an aptitude for structured academic learning or relevant experience in technology service delivery.
• Any experience in martech and web analytics is desirable.
Department Managed Services Locations Cary, North Carolina - US Remote status Hybrid Yearly salary $90,000 - $115,000 Employment type Full-time
