24/7 Cloud Service Delivery Lead

Celebrus; Cary (NC); On-site; USD 110,000 - 150,000; Full time

Job summary

Celebrus is seeking a Service Delivery Manager to own day-to-day delivery of Celebrus Cloud services in a 24/7 infrastructure environment. You will be the primary customer-facing contact for performance, changes, incidents, and escalation, working with Cloud Engineering and other teams to meet SLAs and KPIs.

You will coordinate maintenance, onboarding, incident response, and continuous service improvements while building strong customer relationships and reporting outcomes to management.

Qualifications

• Experience delivering managed services to external customers.
• Experience in 24/7 infrastructure environments.
• Technical background in IT infrastructure and web technologies.
• Excellent communication skills and collaboration with cloud engineers and other teams.
• Knowledge of Scrum and agile practices desirable.
• ITIL and Agile certifications are a plus.
• Understanding of secure environments under ISO27001 or equivalent.
• Experience in martech/web analytics desirable.

Responsibilities

• Act as the primary point of contact for Celebrus Cloud customers, coordinating changes, interruptions, escalations, and client communications.
• Plan and coordinate maintenance, upgrades, and onboarding for new clients and environments.
• Monitor service delivery against SLAs, KPIs, capacity, risks, issues, and improvement plans with regular reporting.
• Coordinate incident response, triage resources during major incidents, provide client updates, and lead post-incident reviews.
• Collaborate with Success, Professional Services, Development, Cloud Engineering and other teams to support delivery and issue resolution.
• Build strong customer relationships, gather feedback, and drive continuous service improvements.
• Maintain records of performance, incidents, resolutions, and actions.
• Support Scrum adoption and serve as Scrum Master when appropriate.
• Develop product knowledge to discuss Celebrus tools with clients.

Skills

Service delivery management

Customer communication

Incident coordination

Cross-functional collaboration

Scrum

ITIL

ISO27001 knowledge

Web technologies

Education

Bachelor's degree in information technology or Computer Science

Job description

Celebrus is seeking a Service Delivery Manager to own day-to-day delivery of Celebrus Cloud services in a 24/7 infrastructure environment. You will be the primary customer-facing contact for performance, changes, incidents, and escalation, working with Cloud Engineering and other teams to meet SLAs and KPIs.

You will coordinate maintenance, onboarding, incident response, and continuous service improvements while building strong customer relationships and reporting outcomes to management.