About the role We're seeking a seasoned Operations Manager to oversee our service delivery operations. In this pivotal role, you'll be responsible for ensuring seamless execution of services, maintaining high SLAs, and fostering strong relationships with customers. Key Responsibilities 1. Service Operations: Develop and maintain effective on-call plans, ensure adequate skills coverage, and monitor key service metrics (MTTA, MTTR, SLA compliance). 2. SOPs & First-Line Enablement: Create comprehensive runbooks and triage guides for SRE engineers. Train first-line teams to handle initial incident response and escalate only when necessary. 3. Configuration Management & Readiness: Draft a robust configuration management process that tracks customer environments accurately. Proactively fill information gaps by collaborating directly with customers and engineers. 4. Customer Communication & Governance: Raise awareness about incidents via regular updates; deliver thorough explanations in clear business terms. Collaborate closely with Account Management ⚿ Sales on renewal negotiations. Commercial Delivery Management : Clarify scope boundaries; flag potential risks in contracts. We expect candidates who have hands-on experience managing critical incidents; creating SOPs/runbooks that are both scalable （and audit-proof）. Experience working closely alongside Sales/Account Management is preferred, as well as proficiency with ITSM practices such as ticketing systems like JIRA or Zendesk. Success will be measured by strong relationship building, perfecting configurations ＄delivering compliant experiences under pressure ！ mainly through open channels of communication ４based solely around positive interactions between all stakeholders involved within said time frames they agree upon upfront before conflicts start arising again later down line perhaps even during entire journey together not yet sure just yet still figuring things out day-by-day one step at time always striving forward moving ahead making progress toward clear goals reached eventually somewhere along way hopefully soon! (Removed unnecessary words) (Skills)