Service Delivery Professional
We are seeking a highly skilled Service Delivery Manager to oversee our service operations, ensuring seamless support for our customers. As a key member of our team, you will be responsible for designing and maintaining an on-call and coverage plan that ensures all critical skills are available when needed.
This is a hands-on role where you will work closely with engineers and customers to bring in practices successfully used in previous service or managed-services environments. You will own the incident management process for your accounts, prioritize roles, communication cadence, escalations, and post-incident reviews.
Key Responsibilities:
* Create and maintain SOPs, runbooks, and triage guides for SRE engineers covering common incident types and operational tasks.
* Train and coach first-line/SRE teams so they can confidently handle initial triage, basic troubleshooting, and clear communication escalating only when needed.
* Establish and run a configuration management process keeping track of each customer's environment platforms in use clusters regions configs access monitoring key contacts.
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