Job opportunity- Technical Account Manager / Service Delivery Manager

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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