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, validation, and rollback planning.

• Analyze incidents and changes to identify trends, repeat failures, process gaps, and opportunities for automation or preventative action.

• Maintain and improve incident, problem, and change management procedures, documentation, templates, and tooling.

• Act as a champion for operational excellence and help establish a culture of accountability, learning, and continuous improvement rather than blame.

What you likely bring

• 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 coordinating complex production incidents involving multiple technical teams.

• Demonstrated ability to communicate clearly with both technical stakeholders and business/customer audiences.

• Strong facilitation skills and the ability to provide calm, structured leadership during high-pressure incidents.

• Experience with service management, monitoring, collaboration, and status communication platforms.

• Strong organizational skills with the ability to drive actions across teams where direct reporting authority may not exist.

What can set you apart

• Experience developing operational metrics, identifying trends, and driving continuous service improvement.

• Working knowledge of ITIL practices; ITIL certification is desirable but not required.

#LI-MG1 #LI-Hybrid

Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

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