About the Role We're seeking an experienced Service Delivery Manager to oversee our service operations. Key responsibilities include: * Designing and maintaining an on-call and coverage plan for critical skills. * Managing incident processes for customer accounts, including priorities, roles, communication cadence, escalations, and post-incident reviews. * Defining and monitoring key service metrics (e.g., MTTA, MTTR, SLA compliance) to drive improvements. Taking Ownership of Incident Management, you'll act as lead coordinator during major incidents while ensuring engineers are focused on resolution efforts. Elevating First-Line Capabilities, create and maintain standard operating procedures (SOPs), runbooks, and triage guides that empower SRE engineers to handle initial triage efficiently Maintaining Customer Configuration Data. Establish a configuration management process that ensures accurate tracking of each customer's environment settings for prompt decision-making during incidents; Achieving Success in 6–12 Months: The following objectives should be met by the end of 6–12 months: