Service Delivery Manager We are seeking an experienced Service Delivery Manager to join our team. This is a hands-on role, not a pure governance position. You will be responsible for designing and maintaining an on-call and coverage plan that ensures all critical skills are available when needed. Responsibilities: * Design and maintain an on-call and coverage plan. * Own the incident management process for your accounts. * Define and monitor key service metrics (e.g., MTTA, MTTR, SLA compliance, backlog health). This includes acting as incident lead / coordinator during major incidents, keeping engineers focused and customers informed. You will also be responsible for creating and maintaining SOPs, runbooks, triage guides for SRE engineers. The Ideal Candidate: We are looking for a candidate with 5+ years of experience in a Service Delivery or Managed Services environment serving external customers. Experience with 24/7 operations is highly desired along with hands-on experience with incident management ITSM practices (incident/problem/change) ideally in an ITIL-inspired environment. You should have a track record of creating or improving SOPs/runbooks training first-line / SRE teams,