Service Delivery Manager – Enterprise Support About the Company: We are a leading provider of enterprise support and consulting services for open-source analytics and data infrastructure platforms. Our team of experts works closely with customers to ensure their systems run fast, stable, and available. Our customers rely on us to provide mission-critical, high-volume system support. We are a small, world-class expert team working across multiple time zones (US, Brazil, Europe, India, Philippines) supporting over 100 customer environments with Service Level Agreements (SLAs) ranging from advisory support to 24/7 incident coverage. The Role: * We are looking for an experienced Service Delivery Manager to take ownership of our service operations: 1. SLAs and Incident Processes. [1]1. Design and maintain an on-call and coverage plan that ensures all critical skills are available when needed (initially weekdays evolving full–24/7 where required).Own the incident management process priority roles communication cadence escalations post–incident reviews.[1]