Job Opportunity: We are seeking a highly skilled Service Delivery Manager to lead our service operations. This is a hands-on role, not a pure governance position. You will be close to real incidents, engineers, and customers and expected to bring in practices you've already used successfully in previous service or managed-services environments.
Key Responsibilities:
* Design and maintain an on-call and coverage plan that ensures all critical skills are available when needed (initially weekdays, evolving to full 24/7 where required).
* Own the incident management process for your accounts: priorities, roles, communication cadence, escalations, and post-incident reviews.