Service Delivery Lead – Infrastructure (Hands-on)

About our client

Our client is a well-established technology company with more than 20 years of history and fewer than 500 employees. It delivers enterprise infrastructure, security solutions, and selected SaaS services to mid-sized and large organizations.

The company designs and operates hybrid and private cloud environments, strengthens security standards, and integrates automation and AI into daily operations. It is continuously expanding its Managed Services portfolio, building a structured and scalable operating model on top of core infrastructure.

Job description

This is a senior “player-coach” role with end-to-end responsibility for the service as a whole — including operations, quality, SLA, change management, and continuous development — while remaining actively hands-on in Linux and infrastructure environments.

This is not a helpdesk position and not a shift-based role.
It combines technical leadership, service delivery ownership, and a consultative interface toward enterprise customers.


Key responsibilities:
• Lead a hybrid (on-site / remote) team of up to 10 engineers.
• Own end-to-end service delivery toward customers (SLA, quality, stability).
• Oversee incident, problem, and change management processes.
• Handle technical escalations and ensure service continuity.
• Engage directly with customers — propose improvements, infrastructure changes, and service enhancements.
• Support presales activities (solution input, capacity estimates, operating model definition).
• Contribute to the development and standardization of Managed Services.
• Collaborate closely with cloud and security teams on service evolution.

Operating model:
• Services are delivered in a 24/7 model.
• This is not a shift-based position.
• Availability is ensured through a rotating on-call model within the team.
• Participation in on-call is expected based on seniority and operational needs.

Requirements

• Strong experience with enterprise infrastructure environments (servers, virtualization, networking, storage).
• Solid hands-on experience with Linux and Windows Server in production environments.
• Experience with virtualization platforms (VMware, Hyper-V, Linux KVM).
• Good understanding of infrastructure architecture and high-availability design.
• Experience managing changes in production environments (Change Management).
• Proven ability to resolve complex incidents and perform root cause analysis.
• Experience with backup solutions and disaster recovery scenarios.
• Understanding of core security principles (hardening, IAM, segmentation).

Leadership profile:
• Experience leading a hybrid or remote team (5–10 engineers).
• Ability to take full ownership of a service and its delivery.
• Customer-facing experience in a consultative or service-oriented environment.
• Strong hands-on mindset with natural technical authority.

Offer & Terms

• Participation in the modernization and build-out of a new generation cloud and data infrastructure
• Opportunity to grow into a leading technical authority within the domain
• Work alongside a team of senior specialists and experienced architects
• Real impact on services used by thousands of enterprise customers
• annual performance bonus
• Vendor-led training programs and access to leading-edge technologies
• Smaller, well-aligned team with open collaboration culture
• Hybrid working model (1–2 days per week onsite in Prague, remainder remote)
• Combination of home office flexibility and a dedicated office workspace
• Cafeteria benefits, meal allowance and onsite parking
• 5 weeks of vacation + 5 additional health days
• Access to company recreational facilities
• Company-supported accommodation option for candidates relocating to Prague

More information

If this opportunity resonates with you, we would be glad to connect.

The recruitment process will be led by an experienced IT recruiter with hands-on technical background, ensuring a focused and meaningful discussion.

NOTE! This position is open only to candidates who are eligible to work in the EU without visa sponsorship, who can reside and work in the Czech Republic on a long-term basis, and who are fluent in Czech