Service Delivery Manager This is a critical role in our organization, responsible for ensuring the seamless delivery of services to our clients. The successful candidate will have a proven track record of managing service operations, on-call and incident processes, SOPs and first-line/SRE enablement, configuration management, SLA metrics and reporting. * This individual will design and maintain an on-call and coverage plan that ensures all critical skills are available when needed. * The Service Delivery Manager will own the incident management process for their accounts, prioritizing roles, communication cadence, escalations, and post-incident reviews. * They will define and monitor key service metrics (e.g., MTTA, MTTR) driving improvements based on them. Key Responsibilities 1. Create and maintain SOPs/runbooks/triage guides for SRE engineers covering common incident types/operational tasks .Establish/run a configuration management process tracking customer environments/platforms/clusters/etc .Continuously close information gaps by working directly with customers/engineers.Ensure config info is trustworthy during incidents/onboarding new engineers. Be primary operational contact enterprise customers Lead regular service reviews/status calls/presenting SLA performance/key incidents/risks/improvement actions Present/agree upon the Incident Management Process channel/priorities/path expectations < p style=