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Service Delivery Manager
EpicorService Delivery Manager improving incident, RCA, and change management for Epicor’s data, AI, and cognitive ERP business. Coordinating technical teams and customer communications during high-impact service events.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Major Incident Management, Problem Management, and Change Management, with a focus on driving continuous service improvement and operational excellence. Proven ability to lead cross-functional teams, communicate effectively with stakeholders, and implement ITIL practices.
Highest-signal resume keywords
Major Incident ManagementRoot Cause Analysis (RCA)Change ManagementIncident ManagementITIL Practices
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementProblem ManagementRoot Cause Analysis (RCA)Change ManagementOperational Metrics DevelopmentService ImprovementTrend AnalysisDocumentation ManagementProduction OperationsService Delivery
Soft Skills
Strong Facilitation SkillsClear CommunicationCalm LeadershipOrganizational SkillsCollaboration
Tools & Technologies
Service Management PlatformsMonitoring ToolsCollaboration ToolsStatus Communication Platforms
Certifications & Qualifications
ITIL Certification
Industry Keywords
Cloud OperationsTechnical SupportService ManagementContinuous ImprovementStakeholder Engagement
Tech Stack
Tools & technologiesCloudITSM
About the role
Key responsibilities & impact- Lead and continuously improve the Major Incident Management process
- Facilitate major incident bridges and coordinate technical and business stakeholders during high-impact service events
- Own the Root Cause Analysis (RCA) and Post-Incident Review process
- Ensure RCAs are timely, detailed, identify systemic causes, and result in measurable corrective actions
- Track RCA actions through completion and identify recurring themes, systemic risks, and service improvement opportunities
- Own and coordinate customer-facing incident communications, including status page updates, incident notifications, ongoing updates, resolution notices, and post-incident communications
- Establish and maintain standards for incident severity, escalation, communication cadence, and stakeholder engagement
- Drive 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 implementation, validation, and rollback planning
- Analyze incidents and changes to identify trends, repeat failures, process gaps, and automation or preventative-action opportunities
- Maintain and improve incident, problem, and change management procedures, documentation, templates, and tooling
- Champion operational excellence and a culture of accountability, learning, and continuous improvement
- Collaborate across Cloud Operations, Engineering, Support, Product, and other technical teams
Requirements
What you’ll need- 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
- Ability to communicate clearly with technical stakeholders and business/customer audiences
- Strong facilitation skills
- Ability to provide calm, structured leadership during high-pressure incidents
- Experience with service management, monitoring, collaboration, and status communication platforms
- Strong organizational skills
- Ability to drive actions across teams without direct reporting authority
- Experience developing operational metrics, identifying trends, and driving continuous service improvement
- Working knowledge of ITIL practices
- ITIL certification is desirable but not required
Benefits
Comp & perks- Health and wellness benefits
- Mentorship opportunities
- Continuing education
- Focused career goal setting
- Free LinkedIn Learning licenses
- Mentoring Program
- Geographically specific education support programs
- Inclusive, global workplace
- Work-life balance policies encouraging time off
- International relocation support
- Permanent residency process support