Senior Manager, Engineering, Systems - (Service Ops)(m/w/x)

## Job Description We are on the lookout for a Senior Manager, Engineering, Systems - (Service Ops) to join the Tech Foundations team on our journey to always deliver amazing experiences. As a member of the Tech Foundation Team, you’ll support Delivery Hero’s rapid innovation and growth. You’ll work on foundational systems that enable faster feature development, security, and reliability across our global engineering community. Every enhancement you make will contribute to our teams' ability to build, scale, and deliver quality features—ultimately impacting millions of users worldwide. This team's mission is to ensure the stability, reliability, and continuity of mature technical solutions within Delivery Hero, by centralizing and executing critical maintenance and business continuity tasks, enabling other teams to focus on innovation. The ServiceOps team's vision is to become a highly reliable and autonomous engineering team that ensures the uninterrupted operation of our systems and provides vital, round-the-clock support to our business. **In this role you will:** * Lead the progressive onboarding of business continuity responsibilities for technical infrastructure from Delivery Hero’s global entities into a single, centralized Service Operations team, owning each step of the process along the way. * Champion the continuous improvement of legacy and stable production systems and software processing millions of orders per day to reduce maintenance effort and lower the chance of incidents. * Be responsible for ensuring operational reliability of mature systems through well-defined and tested runbooks and driving automation of recurring tasks. * Establish and enforce runbook-driven operations, ensuring all work is documented, repeatable, and easy to execute across time zones. * Build and nurture a global support model with a distributed team (Latin America, Europe, Asia) to enable follow-the-sun support to support our internal customers across the globe. * Contribute to the definition and achievement of KPIs and success metrics, with a particular focus on uptime, customer satisfaction and automation of repetitive tasks. ## Qualifications * 5+ years of experience in service operations, IT infrastructure, site reliability, or a related field, ideally running cloud-native services. * 3+ years of leadership experience, leading engineering teams - experience working with geographically distributed teams is a bonus. * Familiarity with the standard toolchain of an infrastructure engineer: Cloud computing (AWS or GCP), Infrastructure as Code (Terraform or similar), Container orchestration (Kubernetes), Traffic management/CDNs, and databases. Good knowledge of a programming language (ideally Golang or Python) will also be a strong advantage. * Strong organizational and communication skills, and the ability to manage complex projects. * A customer-focused mindset with a drive for ensuring system reliability and stability. * Experience in developing and implementing operational best practices and runbooks, including problem resolution, incident management and staffing on-call rotations. ## Additional Information Ensuring you and all our Heroes are looked after, happy, and healthy is always on the menu. Because if you’re in good shape, then we’re in good shape. * *Make the most of our hybrid working model and join the team for face-to-face connection and collaboration in our beautiful Berlin campus 2 days a week* * *We offer 27 days holiday with an extra day on 2nd and 3rd year of service* * *We will support you in developing yourself and your career growth opportunities: 1.000 € Educational Budget, Language Courses, Parental Support and access to the Udemy Business platform to explore a variety of online courses.* * *Get moving and release those wonderful, mind-boosting endorphins: Health Checkups, Meditation, Yoga, Gym & Bicycle Subsidy* * *Cash. Dough. Cheddar. Whatever you call it, we’ll help you with it: Employee Share Purchase Plan, Sabbatical Bank, Public Transportation Ticket Discount, Life & Accident Insurance, Corporate Pension Plan* We believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring - therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you. We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just include it in your application. You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.