Manager, Hosting Service Delivery

Incognito Software Systems Inc; Pennsylvania; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Generous Paid Time Off

Annual Company Bonus

401k with employer match

Flexible remote work arrangements

Job summary

Incognito Software Systems Inc is seeking a Manager for Hosting Service Delivery located in Pennsylvania. This role is critical in leading the operational delivery of our SaaS offerings and ensuring service reliability.

The successful candidate will manage high-severity incidents, provide proactive customer communication, and drive continuous improvement in service delivery. You will oversee a team and collaborate with various stakeholders to deliver exceptional outcomes.

Qualifications

• Experience managing operational delivery teams.
• Proven track record in SLA-driven environments.
• Strong communication skills for non-technical stakeholders.

Responsibilities

• Lead incident management and operational delivery.
• Oversee monitoring and operational management.
• Provide clear communication during incidents and changes.

Skills

Incident management

SaaS operations

Leadership

Customer communication

Cross-functional coordination

Education

5+ years in SaaS operations or IT service management

2+ years in leadership roles

Tools

PagerDuty

ManageEngine

Jira

Confluence

Job description

Manager, Hosting Service DeliverySkip to main content#Manager, Hosting Service Delivery page is loaded## Manager, Hosting Service DeliveryApplylocations: United States - Wayne, PA: United States - Remotetime type: Full timeposted on: Posted 6 Days Agojob requisition id: R67697**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