Service Delivery Manager
Job Summary:
We are seeking a seasoned Service Delivery Manager to oversee our service operations and ensure seamless delivery of our services. This role requires a strong background in IT, excellent communication skills, and the ability to work independently.
Key Responsibilities:
• Design and implement effective on-call coverage plans to ensure all critical skills are available when needed.
• Develop and maintain incident management processes for accounts, prioritizing tasks, assigning roles, and communicating with customers and engineers.
• Define and monitor key service metrics, such as MTTA, MTTR, SLA compliance, and backlog health, and drive improvements based on them.
• Collaborate with engineering teams to troubleshoot and resolve complex incidents.
Requirements:
• 5+ years of experience in Service Delivery, Managed Services, IT Operations, or Enterprise Support.
• Proven track record of creating and improving SOPs/runbooks and training first-line/SRE teams.
• Strong understanding of incident management and ITSM practices, ideally in an ITIL-inspired environment.
• Excellent communication and problem-solving skills, with the ability to explain technical concepts to non-technical stakeholders.
• Experience working in a matrix environment, coordinating with different technical teams to deliver projects effectively.
• Strong analytical and problem-solving skills, with the ability to identify and prioritize tasks efficiently.