Job Description We are looking for an experienced Service Delivery Manager to take ownership of our service operations. You will be responsible for designing and maintaining an on-call and coverage plan, owning the incident management process, defining and monitoring key service metrics, and acting as incident lead/coordinator during major incidents. Responsibilities: * Design and maintain an on-call and coverage plan that ensures all critical skills are available when needed * Own the incident management process for your accounts: priorities, roles, communication cadence, escalations, and post-incident reviews * Define and monitor key service metrics (e.g., MTTA, MTTR, SLA compliance, backlog health) and drive improvements based on them * Act as incident lead/coordinator during major incidents: keeping engineers focused; customers informed; handling initial triage; basic troubleshooting; clear communication; escalating only when necessary; padding-left :20px; padding-right :20px; padding-top :5px; padding-bottom :10px) margin-top : margin-bottom : text-align:left " ;margin-leftright :-5 0 auto -3/4 auto {} o-colour#333333} div.job-description{background:cogorkaltídtrue } class=