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