Manager, Hosting Service Delivery

Responsibilities Own and ensure end-to-end delivery of SaaS services aligned with contractual SLAs and performance commitments Define, track, and report on key service KPIs (availability, response times, resolution times, customer impact) Act as the accountable leader for overall service health across all environments Lead high‑severity (P1/P2) incidents as the primary escalation point and incident commander Drive the full incident lifecycle, including detection, triage, escalation, mitigation, and resolution Coordinate cross‑functional teams to minimize service disruption and accelerate restoration Ensure incident response processes, SLAs, and communication standards are consistently met Serve as the primary operational liaison between customers, Customer Success, and internal teams Provide clear, timely, and transparent communication during incidents, maintenance, and service changes Translate technical issues into business‑friendly messaging for customers and executive stakeholders Build trust with customers through proactive communication and accountability Oversee monitoring and operational management of all production and non‑production environments Ensure proactive identification of performance risks and service degradation Validate operational readiness for releases, upgrades, and infrastructure changes Act as the central coordination point between Platform Engineering, DevOps, DBA, Support, and Implementation teams Align priorities and manage dependencies across internal stakeholders Remove operational blockers and ensure effective execution of service‑related activities Lead post‑incident reviews (RCA) to identify root causes and drive corrective actions Analyze incident trends and operational metrics to identify systemic improvements Partner with platform and engineering teams to enhance reliability, scalability, and performance Improve processes related to monitoring, alerting, incident response, and service delivery Ensure adherence to security, compliance, and audit requirements (e.g., SOC, ISO) Maintain service documentation, operational procedures, and audit readiness Identify and mitigate operational risks impacting service delivery Own and oversee the effective use of service management, incident response, and collaboration tools that support SaaS operations Ensure tools such as PagerDuty, ManageEngine, Jira, and Confluence are configured, optimized, and consistently utilized across the team Establish standards and best practices for incident tracking, escalation management, documentation, and knowledge sharing Drive improvements in alerting, ticketing workflows, and reporting dashboards to increase operational efficiency and visibility Partner with platform and engineering teams to integrate monitoring, observability, and automation capabilities across tools Ensure accurate and timely documentation of incidents, changes, and operational procedures within knowledge management platforms Recruit, lead, and mentor a team responsible for service monitoring, incident coordination, and customer communication Establish clear roles and operational expectations within the team Foster a culture of accountability, continuous improvement, and customer‑first thinking Develop team capabilities in incident management, service operations, and communication Provide regular reporting on service performance, incidents, and customer impact Deliver executive‑level updates during major incidents and service disruptions Support customer QBRs with operational insights and improvement plans Requirements 5+ years of experience in SaaS operations, IT service management, or platform operations 2+ years of leadership experience managing operational or service delivery teams Strong experience in incident management, SLA‑driven environments, and customer‑facing operations Experience with ITIL Change Management practices, including participation in and facilitation of Change Advisory Board (CAB) meetings and governance processes Proven ability to lead cross‑functional teams in high‑pressure situations Excellent communication skills with the ability to simplify complex technical issues for non‑technical stakeholders #J-18808-Ljbffr Jobtailor