Job Summary:
We are looking for a skilled Service Delivery Manager to lead our service operations, ensuring seamless delivery of services to our customers. As a key member of our team, you will be responsible for designing and maintaining an on-call and coverage plan that ensures all critical skills are available when needed.
Key Responsibilities:
* Create and maintain SOPs, runbooks, and triage guides for SRE engineers, covering common incident types and operational tasks.
* Act as incident lead/coordinator during major incidents, keeping engineers focused and customers informed.
You will work closely with our engineering teams to staff and deliver engagements effectively. Your strong communication skills in English will enable you to discuss technical topics with engineers while explaining them in clear business terms to customers. If you have experience working in 24/7 or extended-hours operations, including on-call or follow-the-sun setups this is the role for you!