Associate Service Delivery Manager

Core Responsibilities

• Manage the end-to-end incident lifecycle, ensuring timely detection, triage, escalation, and resolution in alignment with SLA commitments
• Coordinate cross-functional teams during incidents, ensuring clear ownership, focused communication, and efficient service restoration
• Determine incident severity and escalation paths based on impact, urgency, and system criticality
• Drive structured communication during incidents, providing clear and timely updates to internal stakeholders and customer-facing teams
• Support Root Cause Analysis (RCA) by gathering inputs, validating findings, and ensuring corrective and preventive actions are tracked to closure
• Identify recurring issues and contribute to problem management initiatives to reduce incident recurrence and improve system stability
• Monitor operational metrics including incident trends, response times, and SLA adherence, and recommend improvements based on data insights
• Maintain and improve operational documentation including runbooks, playbooks, and standard operating procedures
• Collaborate with Engineering, SRE, and Cloud Operations teams to improve service resilience and operational processes
• Contribute to continuous improvement initiatives focused on operational maturity, reliability, and customer experience

AI & AIOps Responsibilities

• Apply AI-assisted analysis to incident triage, signal interpretation, and root cause investigation to accelerate resolution
• Own the use of AI-driven insights to improve incident prioritisation, reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR), and minimise customer impact
• Identify and implement automation opportunities across incident management, RCA, reporting, and operational workflows
• Leverage observability, telemetry, and monitoring signals alongside AI-driven analytics to proactively identify anomalies, risks, and service degradation trends
• Contribute to the adoption of AIOps capabilities such as anomaly detection, event correlation, alert noise reduction, and predictive risk identification
• Continuously improve alerting, dashboards, and operational runbooks to ensure AI-assisted recommendations are accurate, explainable, and actionable
• Support measurement of AI/AIOps impact through operational metrics such as incident reduction, alert quality, and automation adoption

Success Measures (Indicative)

Role Expectations

Required Experience & Skills

• Experience in service delivery, incident management, or service operations within a high-availability environment
• Hands-on experience managing incidents and coordinating cross-functional teams under time-sensitive conditions
• Strong analytical and problem-solving skills, with the ability to interpret system behaviour and identify patterns
• Working knowledge of incident lifecycle management, RCA processes, and problem management practices
• Familiarity with AI tools (e.g., Copilot or similar) and ability to apply them for analysis, documentation, and operational decision support
• Exposure to AIOps concepts including observability, telemetry, anomaly detection, and intelligent alerting
• Ability to interpret telemetry, logs, and monitoring signals to support incident response and service improvement
• Experience using ITSM tools such as Jira, ServiceNow, PagerDuty, or similar platforms
• Strong communication skills, with the ability to convey technical information clearly to both technical and non-technical stakeholders
• Ability to manage multiple priorities while maintaining focus on service restoration and operational outcomes

Preferred Experience

Education

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

The Culture

The Impact