Service Delivery Manager
About the role
We are seeking an experienced Service Delivery Manager to oversee our service operations, ensuring seamless delivery of enterprise support and consulting services to clients. This hands-on role requires strong leadership skills, technical expertise, and excellent communication abilities.
1. Service Operations: Oversee the design and maintenance of on-call and coverage plans to ensure all critical skills are available when needed. Develop incident management processes for accounts, prioritizing roles, communication cadence, escalations, and post-incident reviews.
2. SOPs & Runbooks: Create and maintain SOPs (Standard Operating Procedures), runbooks for SRE engineers covering common incident types and operational tasks. Train first-line/SRE teams in initial triage procedures.
3. Configuration Management: Establish a configuration management process tracking customer environments (platforms in use). Close information gaps by working directly with customers & engineers.
4. Customer Communication & Governance: Be the primary operational contact for enterprise customers. Lead regular service reviews presenting SLA performance.
5. Commercial & Delivery Management: Define scope boundaries vs out-of-scope work with customers & Sales on renewals/expansions."],