Service Delivery Manager
We are seeking an experienced professional to oversee our service operations, ensuring seamless delivery of high-quality services to our customers.
Key Responsibilities:
* Design and implement on-call and coverage plans to ensure critical skills are available when needed.
* Own the incident management process for assigned accounts, prioritizing incidents, coordinating with engineers and customers, and conducting post-incident reviews.
* Develop and monitor key service metrics (e.g., MTTA, MTTR, SLA compliance) to drive improvements in service delivery.