We are seeking a seasoned Service Delivery Manager to oversee the operational aspects of our support services.
Job Description
The successful candidate will be responsible for designing and maintaining an on-call and coverage plan that ensures all critical skills are available when needed. This includes owning the incident management process, defining and monitoring key service metrics, and acting as incident lead/coordinator during major incidents.
This role requires a hands-on approach, with a focus on creating well-maintained runbooks, training first-line/SRE teams, and refining documentation based on real incident experience. The ideal candidate will have experience in creating or improving SOPs/runbooks and training first-line/SRE teams.
Required Skills & Qualifications
* A minimum of 5 years of experience in Service Delivery, Managed Services, IT Operations, or Enterprise Support roles serving external customers;
* Hands-on experience with incident management and ITSM practices (incident/problem/change), ideally in an ITIL-inspired environment;