About the Role
We are seeking an experienced Service Delivery Manager to join our team. As a Service Delivery Manager, you will be responsible for overseeing the service operations and ensuring that our customers receive top-notch support.
Your key responsibilities will include:
1. Designing and maintaining on-call and coverage plans to ensure all critical skills are available when needed;
2. Owning the incident management process for your accounts, including priorities, roles, communication cadence, escalations, and post-incident reviews;
3. Defining and monitoring key service metrics (e.g., MTTA, MTTR, SLA compliance) and driving improvements based on them;
You will work closely with our engineering teams to deliver high-quality services to our customers. If you have a strong background in IT operations or managed services and enjoy working in fast-paced environments, This could be the perfect opportunity for you.
1. The ideal candidate should have at least 5 years of experience in a similar role.
2. Familiarity with incident management practices (ITSM) is also desired but not required.
3. A track record of creating or improving SOPs/runbooks is highly valued.
4. Candidates should also possess excellent communication skills both written spoken as they often interact directly with various stakeholders clients engineers etc while providing exceptional customer experiences considering their level expertise knowledge professionalism under pressure.