Service Operations Expert
This role offers the opportunity to take ownership of our service operations, ensuring seamless delivery of our services to customers. As a Service Delivery Manager, you will be responsible for designing and maintaining an on-call and coverage plan that ensures all critical skills are available when needed.
About the Job Description
We're seeking an experienced professional with expertise in service delivery management to lead our team. Your primary responsibility will be to ensure high-quality service delivery while focusing on continuous improvement.
Your key responsibilities will include:
1. Service Operations Management: Designing and implementing effective processes for managing incidents, resolving issues efficiently, escalating as necessary while also communicating effectively with stakeholders (engineers & clients).
2. SOPs, Runbooks & Triage Guides:** Creating/maintaining runbooks/triage guides which provides first-line/SRE teams clear guidelines covering common incident types.
The ideal candidate should have 5+ years' experience in a Service Delivery or Managed Services environment serving external customers preferably within a dynamic IT operation.,