Job Title:
Service Operations Manager - Enterprise Services
Overview:
We are seeking an experienced Service Delivery professional to oversee the operations of our enterprise services. As a key member of our team, you will be responsible for ensuring seamless delivery of services to our customers.
Key Responsibilities:
1. Design and maintain an on-call rotation plan that ensures all critical skills are available when needed.
2. Own the incident management process for your accounts, prioritizing, assigning roles, communication cadence, escalations and post-incident reviews.
3. Define and monitor key service metrics such as MTTA (Mean Time To Acknowledge), MTTR (Mean Time To Resolve) SLA compliance and backlog health.
4. Act as incident lead/coordinator during major incidents keeping engineers focused and customers informed.
The role is a combination of strategic thinking with hands-on involvement in the day-to-day activities requiring close collaboration with various teams including Sales Account Management Engineering etc.