Manager, Hosting Service Delivery
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.
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, 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
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 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
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