Service Delivery Manager Job Opportunity
About the Role
We are seeking an experienced Service Delivery Manager to oversee our service operations. Key responsibilities include designing and maintaining on-call and coverage plans, owning incident management processes, defining and monitoring key service metrics, acting as incident lead/coordinator during major incidents, creating and maintaining SOPs/runbooks/triage guides for SRE engineers, establishing a configuration management process, being the primary operational contact for a set of enterprise customers, leading regular service reviews/status calls/presenting SLA performance/key incidents/risks/improvement actions to customers/accounts.
1. Develop an on-call/coverage plan ensuring critical skills are available when needed (initially weekdays evolving to full 24/7 where required). Manage incident priorities/roles/communication cadence escalations/post-incident reviews.
2. Create/maintain SOPs/runbooks/triage guides covering common incident types/operators tasks. Train/coach first-line/SRE teams confidently handling initial triage/basic troubleshooting/clear communication escalating only when needed.
3. Maintain accurate configuration environment data track customer systems (platforms/clusters/regional/access monitoring/key contacts). Proactively close information gaps working directly with customers/engineers ensuring trustworthy data availability during incidents/onboarding new engineers.
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Benefits of Working in This Role:
* Predictable/sustainable on-call coverage engines know expectations.
First-line/SRE handle meaningful share incidents without escalation using well-maintained runbooks.
Customers have clear understanding how incidents handled feel confident process.
New engineers ramp up faster thanks structured onboarding training
This role requires experience with ITSM practices/incident/problem/change ideally ITIL-inspired environments. You will work closely with multiple technical teams engineering/db/database teams/staff/deliver engagements effectively ensure margin protection flag risks early under-scope contracts chronic over-use under-utilized capacity.