Job Description:
We are seeking an experienced Service Delivery Manager to oversee our service operations, ensuring seamless support for our customers.
Responsibilities:
* Design and maintain an on-call and coverage plan to ensure all critical skills are available when needed.
* Own the incident management process for your accounts, prioritizing roles, communication cadence, escalations, and post-incident reviews.
* Define and monitor key service metrics (e.g., MTTA, MTTR, SLA compliance) and drive improvements based on them.