Service Delivery Manager Job Description
About the Role: We are seeking an experienced Service Delivery Manager to oversee our service operations, including SLAs and incident processes. This is a hands-on role that requires close collaboration with real incidents, engineers, and customers.
Main Responsibilities:
* 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: priorities, roles, communication cadence, escalations, and post-incident reviews.
* Define and monitor key service metrics (e.g., MTTA, MTTR) and drive improvements based on them.
You will be working closely with Account Management / Sales on renewals, expansions, commercial delivery: scope boundaries change requests effort vs. revenue work alongside technical teams (database engineering DevOps SRE).