About the Role
We're seeking a seasoned Service Delivery Manager to oversee our service operations, ensuring seamless execution and excellent customer experiences.
* Design and implement on-call coverage plans that guarantee all critical skills are available when needed.
* Own incident management processes for assigned accounts, prioritizing effective communication, escalation procedures, and post-incident reviews.
* Define and track key service metrics (e.g., MTTA, MTTR, SLA compliance) to drive continuous improvement.
The ideal candidate will have 5+ years of experience in Service Delivery or Managed Services roles with external customers. They should be comfortable discussing technical topics with engineers while conveying complex ideas clearly to non-technical stakeholders.
Key Responsibilities:
1. Create and maintain SOPs/runbooks/triage guides for SRE engineers covering common incident types.
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