Job Description:
About the role, we're looking for an experienced Service Delivery Manager to take ownership of our service operations, including SLAs and incident processes, on-call and skills coverage, SOPs and first-line/SRE enablement, configuration management, SLA metrics and reporting.
This is a hands-on role where you will be close to real incidents, engineers and customers. You will be expected to bring in practices you've already used successfully in previous service or managed-services environments.
* Design and maintain an on-call plan that ensures all critical skills are available when needed (initially weekdays evolving to full 24/7 where required).
* Owning the incident management process for your accounts: priorities roles communication cadence escalations post-incident reviews defining monitoring key service metrics e.g MTTA MTTR SLA compliance backlog health driving improvements based on them act as incident lead coordinator during major incidents keeping engineers focused customers informed.