About the Role
We are seeking a seasoned Service Delivery Professional to oversee our service operations, ensuring seamless delivery of enterprise support and consulting services.
The ideal candidate will have a proven track record in managing incident processes, on-call coverage, SOPs, configuration management, SLA metrics, and customer coordination.
* Develop and maintain on-call plans for critical skills coverage.
* Craft incident management processes for accounts prioritizing roles, communication cadence, escalations, and post-incident reviews.
* Analyze key service metrics (MTTA, MTTR, SLA compliance) to drive improvements.