Senior Service Delivery Manager, Public Safety
Core
Own the escalation lifecycle for mission-critical SaaS environments, ensuring incidents are triaged, prioritized, assigned, and resolved with strong operational accountability.
Role type
Senior Service Delivery Manager (Incident Command & Operational Leadership)
Builds
Operational stability and reliability for Axon 911's emergency communications platform serving public safety agencies.
Domain
Public Safety / Emergency Communications / SaaS Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Incident Management, Major Incident Management, Technical Operations, Escalation Management, NOC Operations, Service Reliability, Cross-functional team coordination, Executive communication, Root cause analysis, Operational improvement initiatives, Cloud environments, Networking, VoIP, SaaS platforms, APIs, Integrations, Distributed systems
Preferred skills
Public Safety operations, PSAP/ECC operations, Emergency Communications, NG911 environments, Critical Infrastructure, Real-Time Communications platforms, CAD systems, Call handling systems, NIMS, ICS, APCO, ENP frameworks
Technologies
SaaS, Cloud, VoIP, APIs, CAD systems, Call handling systems
Responsibilities
Lead and coordinate P1/P0 customer-impacting incidents across mission-critical SaaS environments, Serve as Incident Commander during high-severity operational events, Facilitate bridge calls and coordinate cross-functional response efforts, Drive operational accountability and incident timelines, Lead post-incident reviews and root cause analysis discussions, Establish and mature incident management processes and workflows
Seniority
Senior, hands-on IC with high visibility
