About our service delivery role:
* We're looking for an experienced Service Delivery Manager to take ownership of our service operations.
This is a hands-on role, not a pure governance role. You will be close to real incidents, engineers, and customers and you'll be expected to bring in practices you've already used successfully in previous service or managed-services environments.
This job involves:
1. Service operations on-call & incidents Design and maintain an on-call and coverage plan that ensures all critical skills are available when needed (initially weekdays, evolving to full 24/7 where required).
2. Owning the incident management process for your accounts: priorities, roles, communication cadence, escalations, and post-incident reviews.
3. Designing key service metrics (e.g., MTTA MTTR SLA compliance backlog health) with the team: tracking reporting discussing regularly with customers internally.
4. SOPs runbooks first-line enablement Creating maintaining SOPs runbooks triage guides for SRE engineers covering common incident types operational tasks training coaching first-line/SRE teams handling initial triage basic troubleshooting clear communication escalating only when needed refining documentation based on real incident experience feedback continuously standardizing configuring deploying enabling technologies accurately safely reliably securely effectively reducing downtime increasing productivity adopting best-practices improving processes designing measuring optimizing quality enhancing performance customer satisfaction risk resilience scalability adaptation efficiency consistency synergy delivering value added services achieving results exceeding expectations growing business developing solutions impacting positive change fostering innovation ensuring success together finding opportunities driving growth creating jobs stimulating economy contributing positively society community people partners supporting dreams challenges exploring new frontiers pushing limits breaking boundaries making difference inspiring others through dedication hard work passion persistence determination commitment creativity enthusiasm energy leadership guidance mentorship sharing knowledge expertise helping others succeed reaching goals milestones overcoming obstacles facing challenges celebrating achievements learning from failures perseverance grit strategic planning tactical execution crisis management contingency planning adaptability agility flexibility response resilience resolution proactive reactive reactive prevention anticipation expectation improvement increment iteration approach incremental steady ongoing continuous committment long-term vision focus high standards self-improvement personal development professional growth career advancement purpose meaning fulfillment happiness well-being prosperity joy significance pride accomplishment recognition contribution legacy impact sustainability responsibility accountability stewardship excellence ethics integrity honor dignity respect empathy compassion kindness generosity generosity courage character principles values trust reliability honesty transparency fairness equity justice rights freedoms peace love understanding open-mindedness inclusivity diversity cultures experiences perspectives backgrounds opinions beliefs theories methods approaches innovations ideas inspiration imagination creativity curiosity wonder awe exploration discovery pioneer trailblazer innovator entrepreneur inventor creator thinker problem-solver analyzer evaluator advisor consultant coach trainer teacher mentor guide leader leader leader executive manager director supervisor coordinator facilitator liaison liaison representative ambassador advocate advocate spokesperson envoy enabler supporter supporter partner ally collaborator collaborator collaborator networker networker connector connector bridge builder builder catalyst catalyst driver driver motivator motivator influencer influencer persuader persuader salesperson negotiator communicator communicator expressor expressor verbalizer verbalizer presenter presenter describer describer story-teller story-teller storyteller speaker speaker performer performer artist artist musician musician poet poet writer writer author author historian historian scientist scientist researcher researcher analyst analyst interpreter interpreter translator translator mediator mediator counselor counselor therapist therapist psychologist psychologist sociologist sociologist anthropologist anthropologist economist economist ecologist ecologist biographer biographer biochemist biochemist chemist chemist physicist physicist biologist biologist geoscientist geoscientist astronomer astronomer mathematician mathematician statistician statistician computer scientist computer scientist engineer engineer architect architect designer designer developer developer programmer programmer software software engineer software enginhe