Oikotechno Japan Co., Ltd
Service Delivery Manager
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About The Opportunity
A fast-scaling technology services provider operating across enterprise IT infrastructure and cloud operations in the UK, we deliver mission-critical service continuity, SLA governance, and client success for tier-1 organizations. Our Service Delivery Managers ensure seamless handoff from deployment to operations, driving uptime, client satisfaction, and continuous service improvement—embedding DevOps, ITIL, and Agile service management best practices into every engagement.
Role & Responsibilities
- Own end-to-end service delivery for assigned enterprise accounts, ensuring SLA compliance, incident resolution, and proactive performance monitoring.
- Partner with technical teams (DevOps, SRE, Cloud Engineers) to align operational workflows with business outcomes and service-level agreements.
- Lead client-facing service reviews, translate technical KPIs into business impact reports, and manage escalations with senior stakeholders.
- Drive continuous service improvement (CSI) initiatives—automating diagnostics, reducing MTTR, and enhancing self-healing capabilities.
- Champion ITIL v4 practices across incident, problem, change, and configuration management workflows within delivery teams.
- Act as primary escalation point for outages, coordinate war-room responses, and ensure post-mortem analysis and action plans are executed.
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Skills & Qualifications
Must-Have
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- Proficiency in incident & problem management frameworks
- Strong SLA & KPI governance experience
Preferred
- Experience with SRE principles & observability tools (Prometheus, Datadog, Grafana)
- Background in Managed Service Provider (MSP) or IT outsourced delivery
Benefits & Culture Highlights
- On-site collaboration in a high-velocity, client-obsessed tech environment with clear career progression paths.
- Access to cutting-edge service automation platforms and training in ITIL 4, SRE, and cloud-native operations.
- Hybrid flexibility post-probation, plus performance bonuses and client success recognition programs.
Skills
- service delivery
- service improvement
- management
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