Service Operations Leader The Service Delivery Manager is a vital role in the success of our services. This individual will be responsible for designing and maintaining an on-call and coverage plan, owning the incident management process, and defining key service metrics. They will also oversee SOPs, runbooks, and first-line enablement by creating SOPs and training teams to handle initial triage and communication. In this position, you will establish a configuration management process to track each customer's environment. Additionally, you will lead regular service reviews and status calls with customers. Requirements