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