Service Delivery Manager
We are seeking a seasoned Service Delivery Manager to oversee our service operations, ensuring seamless delivery of high-quality services to our clients. This is a hands-on role that requires close collaboration with engineers and customers to design, maintain, and improve processes.
The ideal candidate will have 5+ years of experience in a similar role, serving external customers with 24/7 or extended-hours operations. They should be skilled in incident management, ITSM practices (incident/problem/change), and creating SOPs/runbooks for first-line/SRE teams. Additionally, they must be comfortable discussing technical topics with engineers and explaining them in clear business terms to customers.
Job Description
1. Design and maintain an on-call coverage plan that ensures all critical skills are available when needed.
2. Owning the incident management process for your accounts: priorities, roles, communication cadence, escalations, and post-incident reviews.
3. Defining and monitoring key service metrics (e.g., MTTA, MTTR) and driving improvements based on them.
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