Job Description
We are seeking a seasoned Service Delivery Manager to oversee our service operations, ensuring seamless delivery of enterprise support and consulting services to customers.
The successful candidate will be responsible for managing service level agreements (SLAs), incident processes, on-call coverage, configuration management, SLA metrics and reporting, and coordination with customers and engineering teams.
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About the Role
* Manage SLAs and incident processes to ensure timely resolution of customer issues
* Maintain an up-to-date knowledge of customer environments, including platforms in use, clusters, regions, configurations, access controls, monitoring tools key contacts
You Will Be Responsible For:
1. Servicing multiple enterprise accounts with diverse technical needs,
ensuring high-quality service delivery through efficient process management,
accurate information sharing across teams
2. Owning the incident management process from priority setting
to communication cadence escalation handling post-incident reviews