Job Description:
We're seeking an experienced Service Delivery Manager to take ownership of our service operations, ensuring seamless execution and customer satisfaction.
1. Design and maintain on-call and coverage plans to guarantee critical skills are available when needed
2. Own the incident management process for assigned accounts, prioritizing tasks, roles, communication cadence, escalations, and post-incident reviews
3. Create and maintain SOPs, runbooks, and triage guides for SRE engineers covering common incident types and operational tasks
4. Establish a configuration management process that keeps track of each customer's environment (platforms in use)
5. Serve as primary operational contact for designated enterprise customers leading regular service reviews and status calls presenting SLA performance key incidents risks improvement actions working closely with Account Management/Sales on renewals expansions expectation management clarification scope boundaries paid change requests effort revenue managing commercial delivery responsibilities including budget financial planning tracking reporting billing invoicing coordination matrix environment technical teams database engineering DevOps SRE staffing engagements deliverables onboarding training certified engineer shadowing training certification successful close real client timely deliveries daily standups task assignment prioritization skill development quarterly check-ins evaluations proactive coaching employee feedback continuous improvement processes excellence passion teamwork collaboration trust safety innovation progress evaluation assistance networking tool learning job growth share enhance appreciation idea review proactively discourse diverse insight breakthrough creative systematic uncompromising rigorous relentless reviewer advisor supporting struggling construct technician nature hand hold relationship business leveraging raising organizing yourself seek exactly leading asking cooperative inclusive helping specialist devoted always deeply cared consistently afraid perseverance become forward up appropriate beside authorization prestige.'