Service Delivery Engineer

PA Media Group is a diverse portfolio of specialist media companies spanning news, data, technology and communications. Our flagship brand, PA Media, is the national news agency for the UK and Ireland.

Under our new CTO, we have launched an ambitious technology strategy focused on modernisation, automation and smarter, insight-led operations. We are investing in resilient platforms, improved monitoring, AI-assisted workflows and stronger engineering practices to ensure our systems are reliable, scalable and ready for the future.

It’s an exciting time to join.

We’re hiring a Service Delivery Engineer to join our technology function at a pivotal moment in our transformation.

This role sits at the intersection of support and engineering.

You’ll be the first line of defence for our technology platforms, owning the customer experience when things go wrong, while also contributing to automation, documentation and operational improvements that make issues less likely to happen again.

This isn’t about closing tickets. It’s about solving problems properly, improving reliability and helping us build a smarter operational model aligned to our new technology strategy.

You’ll work closely with engineering, product and delivery teams, helping to ensure our platforms remain stable, secure and continuously improving.

In this role, you will be trusted to:

• Investigate and respond to system alerts across cloud and on-premise environments (AWS, monitoring tools such as Dynatrace and Science Logic)
• Triage and manage incidents in line with SLA expectations, maintaining clear communication throughout
• Participate in a 24/7 on-call rotation, contributing to fast, calm and methodical incident response
• Lead or support incident calls, coordinating with the right technical teams to drive resolution
• Use automation, scripting (Python, Bash) and low-code tooling to improve operational efficiency
• Contribute to CI/CD processes and support release and deployment activities
• Maintain and improve monitoring coverage, logging standards and operational documentation
• Create and update runbooks and knowledge base articles to reduce repeat incidents
• Use AI-powered tools effectively to enhance support workflows and engineering productivity
• Share operational insight across teams, helping to surface risks and improve system reliability

We’re more interested in how you think and approach problems than a perfect checklist.

You’re likely to bring:

• Experience working with cloud platforms (ideally AWS)
• A structured, calm troubleshooting approach under pressure
• Knowledge of monitoring, logging and incident management practices
• Scripting capability (e.g. Python or Bash)
• An understanding of networking fundamentals
• Clear communication skills, with the ability to explain technical issues to non-technical stakeholders
• Curiosity about automation and AI tools, and how they can improve operational effectiveness

Alongside a competitive salary, we offer a benefits package designed around you:

• A dedicated Wellbeing Day each year
• 8 hours of paid volunteering time annually
• 24/7 confidential Employee Assistance Programme