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, 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
• 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 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, 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

• 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