Job Title
Service Delivery Manager
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Description
* We are seeking a highly experienced Service Delivery Manager to lead our service operations, ensuring seamless delivery of enterprise support and consulting services.
----------------------------------- Key Responsibilities:- Design and maintain an on-call and coverage plan that ensures all critical skills are available when needed.- Own the incident management process for your accounts, prioritizing roles, communication cadence, escalations, and post-incident reviews.- Define and monitor key service metrics (e.g., MTTA, MTTR, SLA compliance) and drive improvements based on them.- Act as incident lead / coordinator during major incidents, keeping engineers focused and customers informed. Skill Set:We require candidates with 5+ years in a Service Delivery or Managed Services role serving external customers. Essential experience includes hands-on work with ITSM practices (incident/problem/change), 24/7 or extended-hours operations setup is also required. Our ideal candidate will have a strong track record of creating SOPs/runbooks training first-line/SRE teams managing configuration/environment data for customer systems.
Our team supports emerging technologies like Apache Druid StarRocks & other cutting-edge platforms while collaborating remotely across multiple time zones US Brazil Europe India Philippines this allows us to be flexible on contract structures depending upon location & preferences we encourage talented individuals who want career growth within our firm's established vision & culture join us together lets achieve great success.