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.
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.
Drive effective Change Management practices to reduce change-related incidents and improve production stability.
Maintain and improve incident, problem, and change management procedures, documentation, templates, and tooling.
5+ years of experience in Service Delivery, IT Service Management, Cloud Operations, Production Operations, Technical Support, or a related discipline.
~ Strong experience with Incident Management, Major Incident Management, Problem Management/RCA, and Change Management.
~ Experience with service management, monitoring, collaboration, and status communication platforms.
~ Experience developing operational metrics, identifying trends, and driving continuous service improve

📌 Service Delivery Manager (Monterrey)
🏢 EPIND Epicor India
📍 Monterrey