Job opportunity Technical Account Manager / Service Delivery Manager to own service outcomes for our SaaS products.
Must-Have Qualifications:
- 10+ years in service delivery, SRE, or cloud operations with direct customer ownership.
- Proven, excellent client-facing communication (exec-ready status reports, crisp RCAs, calm under pressure during incidents).
- Hands-on experience with Azure (Monitor, Log Analytics, App Gateway, AKS or equivalent), CI/CD pipelines, and observability tools.
- Deep expertise in incident & problem management (ITIL or equivalent), change management, and disciplined runbook practices.
- Strong data-driven approach; comfortable with dashboards, KPIs, and balancing cost/performance trade-offs.
What Youll Do:
- Serve as the primary customer contact for service health, incidents, changes, and upgrades.
- Drive SLAs/SLOs: define, monitor, and report on availability, latency, and error budgets.
- Lead incident response (247 on-call rotation): triage, coordinate engineers, communicate status, run RCAs, and track corrective actions.
- Manage change & release readiness (CAB, maintenance windows, rollback plans).
- Build and run operational rhythms: dashboards, weekly service reviews, monthly/quarterly executive updates.
- Partner with Cloud/Engineering teams on observability (logs, metrics, traces), capacity planning, performance testing, and resilience.
- Track and optimize cloud costs using FinOps practices.
- Maintain runbooks, SOPs, and playbooks; continuously raise the bar on operational excellence.
- Ensure compliance with security and regulatory controls; support audits.
- Identify and deliver continuous-improvement initiatives that reduce toil and MTTR.
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