We are seeking an experienced Service Delivery Manager to oversee our service operations. This role requires a strong understanding of incident management, ITIL practices, and commercial delivery.
* Develop and maintain on-call coverage plans to ensure all critical skills are available when needed
* Design and implement incident management processes for accounts, including priorities, roles, communication cadence, escalations, and post-incident reviews
* Create and maintain SOPs, runbooks, and triage guides for SRE engineers
Required Skills and Qualifications:
1. 5+ years in a Service Delivery or Managed Services role serving external customers
2. Hands-on experience with incident management and ITSM practices (incident/problem/change), ideally in an ITIL-inspired environment
3. A track record of creating or improving SOPs/runbooks
No-nonsense approach to problem-solving is crucial; you must be able to distill complex issues down into actionable items. You will also work closely with cross-functional teams to drive business outcomes.
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