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 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 Originally posted on Himalayas