About the Job:
We are looking for a seasoned Service Delivery Expert to oversee our service operations and drive business outcomes.
Job Description
* SERVICE DELIVERY AND INCIDENT MANAGEMENT
We require an experienced professional to design and maintain our on-call coverage plan, ensuring all critical skills are available when needed. This includes owning incident management processes, prioritizing tasks, communicating with customers, and conducting post-incident reviews.
* SERVICE DOCUMENTATION AND TRAINING
The ideal candidate will create and maintain standard operating procedures (SOPs), runbooks, and triage guides for SRE engineers. They will also train and coach first-line/SRE teams to handle initial triage, basic troubleshooting, and clear communication.
* CUSTOMER COMMUNICATION AND GOVERNANCE
The selected individual will be the primary operational contact for a set of enterprise customers. They will lead regular service reviews, present SLA performance metrics, key incidents risks improvement actions communicate customer expectations effectively manage commercial delivery including scope boundaries change requests effort vs revenue tracking progress closely with account managers sales staff "Manage Client Expectations"
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