Service Delivery Manager

The Service Delivery Manager is responsible for driving consistent, high-quality service management practices across our production services. This role will bring structure, accountability, and continuous improvement to incident management, root cause analysis, customer-facing service communications, and change management.

The successful candidate will work across Cloud Operations, Engineering, Support, Product, and other technical teams to ensure service-impacting events are managed effectively, customers receive timely and accurate communications, corrective actions are completed, and operational processes continually mature.

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  Lead and continuously improve the Major Incident Management process, ensuring clear ownership, effective coordination, timely escalation, and rapid restoration of service.

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  Facilitate major incident bridges and coordinate technical and business stakeholders during high-impact service events.

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  Own the operational process for Root Cause Analysis (RCA) / Post-Incident Reviews, ensuring RCAs are completed on time, are sufficiently detailed, identify systemic causes, and result in measurable corrective actions.

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  Track RCA actions through completion and identify recurring themes, systemic risks, and opportunities for service improvement.

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  Own and coordinate customer-facing incident communications, including status page updates, incident notifications, ongoing updates, resolution notices, and post-incident communications.

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  Ensure customer communications are accurate, timely, understandable, and consistent across incidents.

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  Establish and maintain standards for incident severity, escalation, communication cadence, and stakeholder engagement.

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  Drive effective Change Management practices to reduce change-related incidents and improve production stability.

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  Facilitate or participate in Change Advisory Board processes, assess higher-risk changes, and ensure appropriate implementation, validation, and rollback planning.

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  Analyze incidents and changes to identify trends, repeat failures, process gaps, and opportunities for automation or preventative action.

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  Maintain and improve incident, problem, and change management procedures, documentation, templates, and tooling.

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  Act as a champion for operational excellence and help establish a culture of accountability, learning, and continuous improvement rather than blame.

• 5+ years of experience in Service Delivery, IT Service Management, Cloud Operations, Production Operations, Technical Support, or a related discipline.

• Strong experience with Incident Management, Major Incident Management, Problem Management/RCA, and Change Management.

• Experience coordinating complex production incidents involving multiple technical teams.

• Demonstrated ability to communicate clearly with both technical stakeholders and business/customer audiences.

• Strong facilitation skills and the ability to provide calm, structured leadership during high-pressure incidents.

• Experience with service management, monitoring, collaboration, and status communication platforms.

• Strong organizational skills with the ability to drive actions across teams where direct reporting authority may not exist.

• Experience developing operational metrics, identifying trends, and driving continuous service improvement.

• Working knowledge of ITIL practices; ITIL certification is desirable but not required.

#LI-MG1 #LI-Hybrid