We are seeking a highly experienced Service Delivery Manager to oversee our service operations. This role involves taking ownership of critical tasks such as SLAs, incident processes, on-call and skills coverage, SOPs and first-line/SRE enablement, configuration management, SLA metrics and reporting.
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) drive improvements based on them.
This is a hands-on role that requires close collaboration with real incidents engineers customers. You will be expected to bring in practices you've already used successfully in previous service or managed-services environments.