- Company Name
- Prolific
- Job Title
- Service Delivery Lead (6 Month FTC)
- Job Description
-
**Job Title:** Service Delivery Lead (6 Month FTC)
**Role Summary:**
Lead service delivery within the Service Reliability team, driving best‑practice service management, incident response, and vendor governance. Own delivery standards, customer experience, and operational excellence for a 6‑month fixed‑term contract.
**Expectations:**
- Full‑time, 6‑month contract.
- 90 % hands‑on involvement in incident management, vendor operations, and process improvement.
- Act as the incident lead and primary liaison across Engineering, Product, Operations, and support teams.
- Deliver measurable improvements in service reliability, SLO compliance, and customer impact reduction.
**Key Responsibilities:**
- Build and maintain relationships with cross‑functional teams (Engineering, Product, Operations, Support).
- Onboard, monitor, and manage third‑party vendors: governance, controls, performance, contract oversight, cost analysis.
- Own risk assessment for critical vendors; develop disaster recovery and continuity plans with business owners.
- Configure and maintain incident management tool: feature implementation, innovation, and continuous improvement.
- Lead incident bridges, mitigation, and communication to customers and stakeholders.
- Coordinate post‑incident reviews, root‑cause analysis, and lessons‑learned with Engineering Managers.
- Plan, run, and coach chaos days to identify failure modes and enhance resilience.
- Oversee end‑to‑end maintenance, risk assessment, rollout planning, and customer communication for upgrades.
- Manage on‑call rotation: financial calculations, tool configuration, runbooks, and alert guidance.
- Design and implement service‑management reporting (availability, SLOs, SLAs, incident metrics).
- Lead service transitions: pre‑mortem risk assessments, rollout coordination, and stakeholder alignment.
- Monitor API endpoint performance, conduct health‑check reviews, and prioritize improvements with Product Managers.
- Collect and analyze weekly incident and engineering performance metrics.
**Required Skills:**
- Service delivery & incident management; tool configuration (e.g., ServiceNow, PagerDuty).
- Vendor & third‑party relationship management; risk & compliance oversight.
- Strong communication and stakeholder management across technical & business teams.
- Process improvement, continuous‑improvement methodology, and agile environments.
- Knowledge of SLO/SLA metrics, runbooks, and incident response protocols.
- Ability to conduct root‑cause analysis and post‑incident reviews.
- Coaching skills for chaos experiments and resilience initiatives.
- Data‑driven analysis of incident metrics.
- On‑call management and financial tracking.
**Required Education & Certifications:**
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related discipline.
- ITIL Foundation or equivalent service‑management certification preferred.
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