Service Delivery Manager
The Service Delivery Manager is responsible for driving consistent, high-quality service management practices across our production services. This role will bring structure, accountability, and continuous improvement to incident management, root cause analysis, customer-facing service communications, and change management.
The successful candidate will work across Cloud Operations, Engineering, Support, Product, and other technical teams to ensure service-impacting events are managed effectively, customers receive timely and accurate communications, corrective actions are completed, and operational processes continually mature.
What you will be doing
Lead and continuously improve the Major Incident Management process, ensuring clear ownership, effective coordination, timely escalation, and rapid restoration of service.
Facilitate major incident bridges and coordinate technical and business stakeholders during high-impact service events.
Own the operational process for Root Cause Analysis (RCA) / Post-Incident Reviews, ensuring RCAs are completed on time,



are sufficiently detailed, identify systemic causes, and result in measurable corrective actions.
Track RCA actions through completion and identify recurring themes, systemic risks, and opportunities for service improvement.
Own and coordinate customer-facing incident communications, including status page updates, incident notifications, ongoing updates, resolution notices, and post-incident communications.
Ensure customer communications are accurate, timely, understandable, and consistent across incidents.
Establish and maintain standards for incident severity, escalation, communication cadence, and stakeholder engagement.
Drive effective Change Management practices to reduce change-related incidents and improve production stability.
Facilitate or participate in Change Advisory Board processes, assess higher-risk changes, and ensure appropriate implementation, validation, and rollback plann

📌 Service Delivery Manager (Monterrey)
🏢 Epicor Software
📍 Monterrey