Service Delivery Lead

The Service Delivery Lead will represent and champion service management within the Service Reliability team. Building relationships with different teams across Prolific from Engineering and Product to our Operations and support teams will help gain insights into the business operations. Maintaining existing third party relationships includes performance monitoring, contract oversight, and cost analysis to ensure value and alignment with business objectives. They will be responsible for the configuration and ongoing maintenance of our incident management tool and act as an incident lead within the business. The role involves ensuring upgrades and rollouts are executed smoothly with minimal customer disruption, coaching Engineering Managers in how to organise and run chaos days and taking ownership of key service management processes. They will also contribute towards designing and implementing service management reporting, acting as the lead for service transitions and proactively monitoring and identifying underperforming or unreliable API endpoints.