Service Delivery Manager
The Service Delivery Manager oversees service operations, including SLAs, incident management processes, on-call and skills coverage, SOPs, first-line/SRE enablement configuration management, SLA metrics reporting.
* Service Operations:
* Design and maintain an on-call coverage plan ensuring critical skills are available when needed. Prioritize incident roles communication cadence escalations post-incident reviews define monitor key service metrics MTTA MTTR SLA compliance backlog health drive improvements based data. Provide coaching training for teams to handle initial triage basic troubleshooting clear communication escalate only when necessary continuously refine documentation real incident experience feedback.
SOPs & Runbooks:
Create maintain SOPs runbooks triage guides SRE engineers common incident types operational tasks train coach first-line/SRE teams confidently handle initial triage basic troubleshooting clear communication escalate only when necessary continuously refine documentation real incident experience feedback Curated each step lead regular service review status calls presenting performance key incidents risks improvement actions agree customer policies expectation document within contract specifications.Well structured documented tool safe skill train capacity conflict escalation.