We are seeking an experienced Service Delivery Manager to lead our service operations.
Key Responsibilities
* Design and maintain an on-call and coverage plan that ensures all critical skills are available when needed.
* Own the incident management process for your accounts: priorities, roles, communication cadence, escalations, and post-incident reviews.
* Define and monitor key service metrics (e.g., MTTA, MTTR, SLA compliance, backlog health) and drive improvements based on them.
This is a hands-on role that requires close collaboration with engineers and customers. You will be expected to bring in practices you've already used successfully in previous service or managed-services environments.