Job Description
We are seeking an experienced Service Delivery Manager to oversee our service operations.
The successful candidate will be responsible for ensuring that our services are delivered efficiently and effectively, meeting the needs of our customers.
This is a hands-on role that requires strong technical skills and excellent communication abilities.
Responsibilities
* Service Operations: Design and maintain on-call and coverage plans to ensure all critical skills are available when needed.
* Incident Management: Own the incident management process for your accounts, including priorities, roles, communication cadence, escalations, and post-incident reviews.
* SOPs, Runbooks & First-Line Enablement: Create and maintain SOPs, runbooks, and triage guides for SRE engineers covering common incident types and operational tasks.
* Configuration Management & Readiness: Establish and run a configuration management process to keep track of each customer's environment.
* Customer Communication & Governance: