Enterprise Service Manager
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Job Description:We are seeking a seasoned Enterprise Service Manager to oversee the delivery of our services. This role will be responsible for ensuring seamless service operations, managing on-call and incident processes, maintaining SOPs and runbooks, and fostering collaboration between customers and our engineering teams. -----------------------------------
Key Responsibilities:• Design and maintain an effective on-call coverage plan to ensure critical skills are available when needed.• Own the incident management process for assigned accounts, prioritizing tasks, communicating with stakeholders, escalating issues as necessary.• Define and track key service metrics (e.g., MTTA, MTTR, SLA compliance) to drive continuous improvement.• Collaborate with engineers to resolve incidents efficiently and effectively communicate with customers throughout the process ----------------------------------- ----------------------------------- The Ideal Candidate:
* A minimum 5 years of experience in a similar role serving external customers.