About the Role
We are seeking an experienced Service Delivery Manager to lead our service operations team. This is a hands-on role that requires close collaboration with engineers, customers, and other stakeholders.
* Design and maintain an on-call and coverage plan to ensure all critical skills are available when needed.
* Own the incident management process for customer accounts, including prioritization, 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.
SOPs & First-Line Enablement
Create and maintain SOPs/runbooks/triage guides for SRE engineers covering common incident types/operational tasks. Train/coach first-line/SRE teams to handle initial triage/basic troubleshooting/clear communication escalating only when necessary.
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