**Job Title:** Service Delivery Manager
We are seeking a skilled and experienced Service Delivery Manager to join our team. This role will be responsible for overseeing the delivery of our services, ensuring they meet customer expectations, and driving continuous improvement.
About the Role
* 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, including 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.
About Us
We are a remote-first team working across multiple time zones. We are looking for someone who is comfortable with flexible working hours and can work effectively in a distributed environment.