Job Title: Service Delivery Manager
We are seeking an experienced Service Delivery Manager to take ownership of our service operations. This role involves designing and maintaining on-call and coverage plans, owning incident management processes, defining and monitoring key service metrics, and acting as an incident lead/coordinator during major incidents.
In this role, you will be responsible for creating and maintaining SOPs/runbooks/triage guides for SRE engineers, training/coaching first-line/SRE teams, establishing/proacting configuration management processes that keep track of each customer's environment (platforms in use, clusters/regions/configs/access/monitoring/key contacts), presenting SLA performance/key incidents/risks/improvement actions during regular service reviews/status calls.
Additionally, you will be the primary operational contact for a set of enterprise customers,
* Lead regular service reviews/status calls;
* Present SLA performance/key incidents/risks/improvement actions;
* Evaluate the incident management process with customers/channels/priorities/escalation paths.
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