Manager, Hosting Service DeliverySkip to main content#Manager, Hosting Service Delivery page is loaded## Manager, Hosting Service DeliveryApplylocations: United States - Wayne, PA: United States - Remotetime type: Full timeposted on: Posted 6 Days Agojob requisition id: R67697**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**Team Leadership & Development*** 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**Reporting & Executive Visibility*** 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**Qualifications****Required*** 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**Preferred*** **Customer-focused mindset:** Passionate about delivering exceptional service and outcomes* **Operational leader:** Strong decision-making ability in high-pressure, time-sensitive situations* **Collaborative:** Skilled at aligning diverse teams across engineering, operations, and customer-facing roles* **Outcome-oriented:** Driven to improve KPIs such as availability, MTTR, and customer satisfaction* **Tooling expertise:** Experience with service management, incident response, and collaboration tools such as PagerDuty, ManageEngine, Jira, and Confluence* Experience in enterprise SaaS environments, particularly supporting government or regulated industries* Familiarity with ITIL, SRE practices, or service management frameworks* Technical understanding of cloud infrastructure, DevOps, and database operations**Benefits:*** Generous Paid Time Off* 11 Paid Holidays* Medical, Dental, Vision, Life insurance benefits with various choices and generous employer contribution* 401k with employer match which immediately vests* Annual Company Bonus* Career growth and mentoring opportunities as a smaller business unit within the Volaris Group* Tuition Reimbursement Program* Employee rewards and recognition programs* Optional Employee Stock Purchase Program with company match* Pet insurance* Employee Discount Platform discounted entertainment tickets to movies, sporting events, hotels, live performances, etc.* Referral bonuses* Employee engagement events* Flexible remote work arrangements**Worker Type:**Regular**Number of Openings Available:**1
#J-18808-Ljbffr
#J-18808-Ljbffr