Manager, Hosting Service Delivery

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