Job Description
We are seeking an experienced professional to join our team as a Service Delivery Manager. This role will be responsible for ensuring the smooth operation of our services, including on-call coverage, incident management, and service level agreement (SLA) metrics.
Responsibilities
1. Design and maintain an on-call plan that ensures all critical skills are available when needed.
2. Owning the incident management process for your accounts: priorities, roles, communication cadence, escalations, and post-incident reviews.
3. Define and monitor key service metrics (e.g., MTTA, MTTR, SLA compliance) and drive improvements based on them.
• Act as incident lead / coordinator during major incidents.
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