Service Delivery Manager – Enterprise Support
This role is responsible for taking ownership of our service operations. The ideal candidate will have hands-on experience and be able to design and maintain an on-call plan that ensures all critical skills are available when needed.
Responsibilities:
1. Servicing the customer through effective incident management. This includes prioritizing roles, communication cadence, escalations, and post-incident reviews to ensure high-quality service delivery.
2. Analyzing data to define key service metrics such as MTTA MTTR SLA compliance backlog health drive improvements based on them. This includes acting as the incident lead/coordinator during major incidents keeping engineers focused customers informed.