Service Delivery Manager Job Opportunity This is a leadership role within our company's service delivery operations. The Service Delivery Manager will be responsible for ensuring that all aspects of service delivery are running smoothly, efficiently, and effectively. Job Description We are looking for an experienced Service Delivery Manager to take ownership of our service operations. This includes designing and maintaining on-call and coverage plans, owning the incident management process, defining and monitoring key service metrics, acting as an incident lead/coordinator during major incidents, creating and maintaining SOPs/runbooks/triage guides for SRE engineers. The ideal candidate will have experience with 24/7 or extended-hours operations, including on-call or follow-the-sun setups. They should also have hands-on experience with incident management and ITSM practices (incident/problem/change), ideally in an ITIL-inspired environment. 1. Servicing customers: Be the primary operational contact for a set of enterprise customers 2. Managing SLAs: Lead regular service reviews and status calls presenting SLA performance, key incidents, riscs, and improvement actions. 3. Cross-functional coordination: '