Manager, Hosting Service Delivery

Manager, Hosting Service Delivery Skip to main content#Manager, Hosting Service Delivery page is loaded## Manager, Hosting Service Delivery Apply locations:
United States
- Wayne, PA:
United States
- Remote time type:
Full time posted on:
Posted 6 Days Agojob requisition :
R67697
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* Job Summary:

** We are seeking a dynamic and customer-focused Manager, Hosting Service Delivery to lead the operational delivery of our SaaS offerings. This individual will play a critical role in ensuring service reliability, managing incident response, and delivering a high-quality customer experience across all hosted environments.
The ideal candidate is equal parts operational leader, customer advocate, and cross-functional coordinator—capable of managing high-pressure incidents, aligning internal teams, and ensuring our SaaS services consistently meet performance, availability, and customer satisfaction expectations.
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* Job Description:

**** Key Responsibilities
**** Service Delivery & SLA Ownership
*** 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
** Incident Management & Operational Leadership
*** 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
** Customer Communication & Stakeholder Management
*** 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
** Monitoring & Operational Oversight
*** 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
** Cross-Functional Coordination
*** Act as the central coordination point between Platform Engineering, Dev Ops, DBA, Support, and Implementation teams
* Align priorities and manage dependencies across internal stakeholders
* Remove operational blockers and ensure effective execution of service-related activities
** Continuous Improvement & Service Excellence
*** 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
** Governance & Risk Management
*** 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
** Tools & Platforms
*** Own and oversee the effective use of service management, incident response, and collaboration tools that support SaaS operations
* Ensure tools such as
** Pager Duty, Manage Engine, 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,…