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)

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