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, validat

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