About the Role
We're looking for a seasoned Service Delivery Manager to oversee our service operations.
* SLAs and incident processes: 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.
* SOPs, runbooks & first-line enablement: 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, scalability measures and clear communication. Continuously refine documentation based on real incident experience feedback.