Job Description:
We are seeking an experienced Service Delivery Manager to join our team. The successful candidate will be responsible for ensuring the smooth operation of our service delivery process.
* Design and maintain an on-call and coverage plan that ensures all critical skills are available when needed.
* Own the incident management process for your accounts: priorities, roles, communication cadence, escalations, and post-incident reviews.
* Define and monitor key service metrics (e.g., MTTA, MTTR, SLA compliance, backlog health) and drive improvements based on them.
* A minimum of 5 years in a Service Delivery or Managed Services role serving external customers is required.
* Prior experience with ITIL-inspired practices is highly desirable.