Service Delivery Expert
Job Description:
* We are seeking an experienced Service Delivery Manager to oversee our service operations, including SLAs, incident processes, on-call and skills coverage.
* The role will involve designing and maintaining SOPs, runbooks, and triage guides for SRE engineers.
* You will also be responsible for establishing a configuration management process that tracks customer environments.
* This is a hands-on role that requires strong communication skills and the ability to discuss technical topics with engineers and explain them in clear business terms to customers.
Required Skills & Qualifications:
* 5+ years of experience in Service Delivery or Managed Services serving external customers.
* Hands-on experience with incident management practices (incident/problem/change), ideally in an ITIL-inspired environment.
* A track record of creating or improving SOPs/runbooks and training first-line/SRE teams.
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