Associate Service Delivery Manager

The Company
Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.
Job Summary

Granicus is seeking an Assistant Service Delivery Manager to support the reliability, stability, and continuous improvement of our platform operations. This role plays a critical part in managing service operations and coordinating incident response to ensure highly available, performant systems that support citizen engagement at scale.

The Assistant SDM operates at the centre of incident management, working closely with Cloud Operations, SRE, Engineering, and Support teams to restore services quickly, minimise customer impact, and drive structured follow-through after incidents.

This role is AI- and AIOps-enabled , requiring the ability to apply AI-driven insights, observability signals, and automation to enhance incident detection, prioritisation, and resolution. Success in this role requires strong ownership during incidents, disciplined execution, and a continuous focus on improving operational outcomes such as service reliability, response times, and incident recurrence.
What Your Impact Will Look Like
Core Responsibilities

- Manage the end-to-end incident lifecycle, ensuring timely detection, triage, escalation, and resolution in alignment with SLA commitments

- Coordinate cross-functional teams during incidents, ensuring clear ownership, focused communication, and efficient service restoration

- Determine incident severity and escalation paths based on impact, urgency, and system criticality

- Drive structured communication during incidents, providing clear and timely updates to internal stakeholders and customer-facing teams

- Support Root Cause Analysis (RCA) by gathering inputs, validating findings, and ensuring corrective and preventive actions are tracked to closure

- Identify recurring issues and contribute to problem management initiatives to reduce incident recurrence and improve system stability

- Monitor operational metrics including incident trends, response times, and SLA adherence, and recommend improvements based on data insights

- Maintain and improve operational documentation including runbooks, playbooks, and standard operating procedures

- Collaborate with Engineering, SRE, and Cloud Operations teams to improve service resilience and operational processes

- Contribute to continuous improvement initiatives focused on operational maturity, reliability, and customer experience

AI & AIOps Responsibilities

- Apply AI-assisted analysis to incident triage, signal interpretation, and root cause investigation to accelerate resolution

- Own the use of AI-driven insights to improve incident prioritisation, reduce Mean Time to Detect (MTT