Job Title: Service Delivery Manager
About the role:
1. Service operations, on-call & incidents - Design and maintain an on-call and coverage plan that ensures all critical skills are available when needed. Own the incident management process for your accounts, define and monitor key service metrics, and drive improvements based on them.
2. SOPs, runbooks & first-line enablement - Create and maintain SOPs, runbooks, and triage guides for SRE engineers. Train and coach first-line/SRE teams so they can confidently handle initial triage, basic troubleshooting, and clear communication.
3. Configuration management & readiness - Establish a configuration management process that keeps track of each customer's environment. Proactively close information gaps by working directly with customers and engineers.
4. Customer communication & governance - Be the primary operational contact for a set of enterprise customers. Lead regular service reviews and status calls to present SLA performance.
5. Commercial & delivery management - Clarify what is in scope vs. out of scope with customers. Monitor effort vs contract to protect margins."],