About our team * Job Title: Service Delivery Manager. About the Job We are seeking a seasoned professional to lead our service operations, responsible for ensuring seamless delivery of our services to clients. The successful candidate will be an expert in incident management, with hands-on experience in designing and maintaining on-call and coverage plans. They will also have a proven track record of creating and improving SOPs, runbooks, and training first-line/SRE teams. This is a challenging role that requires strong technical knowledge of cloud platforms, distributed systems, and data infrastructure. The ideal candidate will have excellent communication skills and be able to effectively communicate complex technical concepts to non-technical stakeholders. Key Responsibilities: 1. • Design and maintain an on-call plan that ensures all critical skills are available when needed 2. • Own the incident management process for accounts: priorities, roles, communication cadence, escalations, and post-incident reviews 3. • Define& monitor key service metrics (e.g., MTTA,