Celebrus Service Delivery Manager

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

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.

Celebrus Technologies is committed to having a workforce that reflects diversity at all levels and is an equal opportunity employer. We encourage you to bring your true self to work every day, as we embrace who you are and evaluate everyone equally. Qualified applicants are considered for employment, and employees are treated during employment without regard to ancestry; age; appearance; color; gender identity and/or expression; genetics; family or parental status; marital, civil union, or domestic partnership status; mental, physical, or sensory disability; national, social, or ethnic origin; citizenship; past or present military service; sexual orientation; socioeconomic status; race; or religion or belief, or any other characteristic protected under applicable law. If you require reasonable accommodation or assistance for any part of the interview and employment process.