Job Overview:
As a Service Delivery Manager for Enterprise Support, you will oversee the smooth operation of our service delivery processes, ensuring that our customers receive high-quality support and services. Your primary responsibility will be to manage and maintain the day-to-day operations of our service delivery team, including managing on-call rotations, incident response, and communication with customers.
In this role, you will work closely with cross-functional teams such as engineering and account management to ensure seamless execution of service delivery. You will also develop and implement process improvements to enhance efficiency and effectiveness in service delivery.
The ideal candidate should have 5+ years of experience in a similar role serving external customers in a managed services or IT operations environment. A strong understanding of incident management practices (ITIL-inspired), hands-on experience with creating SOPs/runbooks for first-line/SRE teams are essential skills required for this position.