Job Title: Service Delivery Manager Are you a seasoned professional in service delivery looking for a new challenge? We are seeking an experienced Service Delivery Manager to join our team. In this role, you will be responsible for overseeing the delivery of services to our clients. Job Description In this role, you will be responsible for: * Designing and maintaining on-call and coverage plans to ensure all critical skills are available when needed * Owning the incident management process for your accounts, prioritizing roles, communication cadence, escalations, and post-incident reviews * Defining and monitoring key service metrics (e.g., MTTA, MTTR, SLA compliance) and driving improvements based on them * Acting as incident lead/coordinator during major incidents, keeping engineers focused and customers informed Service Delivery Skills Required: The ideal candidate will have: