About the Role
We are looking for an experienced Service Delivery Manager to join our team. The ideal candidate will have a proven track record of managing service operations, on-call processes and incident management.
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 such as MTTA, MTTR, SLA compliance and backlog health.