Support Delivery Manager / Service Manager
Scraped from: Afriworket
ROLE PURPOSE: Own end-to-end operational support for the Agentic AI platform, including SLA governance, incident escalation, service reporting, security reporting, support coordination, and transition to steady-state operations. KEY RESPONSIBILITIES: Own SLA, incident, problem, change, release, service request, and escalation processes. - Coordinate L1, L2, L3, AI, security, integration, DevOps, and on-site support resources. - Maintain support SOPs, operational runbooks, handover documents, and service knowledge base. PERFORMANCE TARGETS / KPIs: Measures: SLA compliance; MTTR and escalation effectiveness; Monthly report timeliness; User satisfaction; Recurring-incident reduction. HOW TO APPLY Submit your CV and application through our official portal: https://wiz-career.com/ When applying, please select the position you're applying for, so we route your application correctly.