Service Operations Manager
We are seeking an experienced Service Operations Manager to join our team. As a key member of our operations group, you will be responsible for designing and implementing service operations processes that ensure high-quality delivery of services to our customers.
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About the Role
* You will be the primary point of contact for a set of enterprise customers, working closely with them to understand their needs and expectations.
* You will design and maintain on-call coverage plans that ensure all critical skills are available when needed.
* You will own the incident management process for your accounts, prioritizing incidents, defining roles and communication cadence, escalating as necessary, and conducting post-incident reviews.
* You will define and monitor key service metrics (e.g., MTTA, MTTR, SLA compliance) and drive improvements based on them.
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