Service Delivery Team Manager

Your Role

At OpsWerks, we believe service delivery is more than just metrics and uptime—it’s about people, purpose, and progress.

As a Service Delivery Team Manager, your job is to grow the leaders who grow our teams. You’ll work closely with a group of Service Delivery Team Leads and their SRE teams, helping them succeed in delivering high-impact support to our partners while developing as thoughtful, capable leaders.

You set the tone not just in operations, but in culture. You’re someone who leads by example—showing what it means to live out our BVMMs (Beliefs, Vision, Mission, and Methods) through clear communication, strong follow-through, and a deep sense of care for your team and our customers.

You’re expected to:

• Manage a team of Service Delivery Team Leaders and indirectly support the SRE teams across multiple customer environments.

• Align operations with customer goals and ensure consistent delivery of high-quality, reliable support.

• Foster a culture of trust, accountability, and continuous learning within your teams.

• Be a steady presence for your SDLs—guiding their growth, supporting performance, and helping them make good decisions.

• Act as a partner to our customers—communicating value, resolving challenges, and co-creating solutions.

• Collaborate with other internal teams (e.g., Security, Automation, People Ops) to drive improvements and scale what works.

You’ll play a key role in shaping how OpsWerks shows up—every day, with every team, and for every customer we serve.

Your Qualifications

This role calls for a thoughtful leader—someone who knows how to guide other leaders, navigate complex situations, and build teams that do meaningful work. You’ve likely spent time in the world of service delivery or infrastructure operations and understand the pace, the pressure, and the people behind it all.

You know what good support looks like, but more importantly, you know how to bring others along—whether it's coaching a new SDL, aligning with a partner, or helping your team recover from a tough incident.

You’ll feel at home in this role if you:

• Have at least 8 years of experience in service delivery, SRE, DevOps, or technical operations—ideally with 3+ years managing team leads or people managers.

• Have a solid grasp of SRE and IT operations concepts like SLIs/SLOs, incident response, and infrastructure automation.

• Are comfortable balancing client needs, team health, and business priorities across multiple properties or regions.

• Have led teams that support 24/7 or distributed operations and know what it takes to keep people aligned and services stable.

• Communicate with clarity and empathy—especially during high-stakes conversations with clients or direct reports.

• Hold a Bachelor’s degree or equivalent in Computer Science, Information Systems, Engineering, or business related field

• (Bonus) Have exposure to compliance frameworks (SOC 2, ISO, PCIDSS), leadership coaching programs, or FinOps practices.