About the Role
The Service Delivery Manager will be responsible for leading our service operations. This includes owning SLAs and incident processes, on-call and skills coverage, SOPs and first-line/SRE enablement, configuration management, SLA metrics and reporting.
This is a hands-on role that requires close interaction with engineers and customers. The successful candidate will bring practices they have used successfully in previous service or managed-services environments.
* Design and maintain an on-call and coverage plan to ensure all critical skills are available when needed.
* Owning the incident management process for your accounts: priorities, roles, communication cadence, escalations, and post-incident reviews.
A great fit if you have 5+ years of experience in Service Delivery or Managed Services where you have served external customers. You should also have hands-on experience with incident management ITSM practices ideally in an ITIL-inspired environment..