Delivery operations specialist

Job Description:


We are seeking a highly skilled Service Delivery Manager to join our team. As a Service Delivery Manager, you will be responsible for managing our service operations, ensuring that all critical skills are available when needed, and owning the incident management process for your accounts.



About the Role:



* You will design and maintain an on-call and coverage plan that ensures all critical skills are available when needed.

* You will own the incident management process for your accounts, including priorities, roles, communication cadence, escalations, and post-incident reviews.

* You will define and monitor key service metrics (e.g., MTTA, MTTR, SLA compliance) and drive improvements based on them.

* You will act as incident lead / coordinator during major incidents.