Associate Service Delivery Manager

The Company

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

Job Summary

Granicus is seeking an Assistant Service Delivery Manager to support the reliability, stability, and continuous improvement of our platform operations. This role plays a critical part in managing service operations and coordinating incident response to ensure highly available, performant systems that support citizen engagement at scale.

The Assistant SDM operates at the centre of incident management, working closely with Cloud Operations, SRE, Engineering, and Support teams to restore services quickly, minimise customer impact, and drive structured follow-through after incidents.

This role is AI- and AIOps-enabled, requiring the ability to apply AI-driven insights, observability signals, and automation to enhance incident detection, prioritisation, and resolution. Success in this role requires strong ownership during incidents, disciplined execution, and a continuous focus on improving operational outcomes such as service reliability, response times, and incident recurrence.

What Your Impact Will Look Like

Core Responsibilities

• Manage the end-to-end incident lifecycle, ensuring timely detection, triage, escalation, and resolution in alignment with SLA commitments
• Coordinate cross-functional teams during incidents, ensuring clear ownership, focused communication, and efficient service restoration
• Determine incident severity and escalation paths based on impact, urgency, and system criticality
• Drive structured communication during incidents, providing clear and timely updates to internal stakeholders and customer-facing teams
• Support Root Cause Analysis (RCA) by gathering inputs, validating findings, and ensuring corrective and preventive actions are tracked to closure
• Identify recurring issues and contribute to problem management initiatives to reduce incident recurrence and improve system stability
• Monitor operational metrics including incident trends, response times, and SLA adherence, and recommend improvements based on data insights
• Maintain and improve operational documentation including runbooks, playbooks, and standard operating procedures
• Collaborate with Engineering, SRE, and Cloud Operations teams to improve service resilience and operational processes
• Contribute to continuous improvement initiatives focused on operational maturity, reliability, and customer experience

AI & AIOps Responsibilities

• Apply AI-assisted analysis to incident triage, signal interpretation, and root cause investigation to accelerate resolution
• Own the use of AI-driven insights to improve incident prioritisation, reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR), and minimise customer impact
• Identify and implement automation opportunities across incident management, RCA, reporting, and operational workflows
• Leverage observability, telemetry, and monitoring signals alongside AI-driven analytics to proactively identify anomalies, risks, and service degradation trends
• Contribute to the adoption of AIOps capabilities such as anomaly detection, event correlation, alert noise reduction, and predictive risk identification
• Continuously improve alerting, dashboards, and operational runbooks to ensure AI-assisted recommendations are accurate, explainable, and actionable
• Support measurement of AI/AIOps impact through operational metrics such as incident reduction, alert quality, and automation adoption

Success Measures (Indicative)

• Reduction in Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR)
• Improved incident response quality and SLA adherence
• Reduction in recurring incidents through effective problem management
• Increased adoption of automation and AI-enabled operational workflows
• Improvement in alert quality and reduction in false positives
• Contribution to overall service reliability and customer experience

Role Expectations

• • Demonstrates ownership and accountability during incidents and follow-through activities
  • Maintains a structured, detail-oriented approach to incident and service delivery management
  • Operates effectively under pressure while balancing short-term incident response with long-term improvements
  • Collaborates effectively across teams to drive resolution and operational excellence
  • Continuously builds knowledge in AI, AIOps, automation, and service reliability practices

You Will Love This Job If You Have

Required Experience & Skills

• Experience in service delivery, incident management, or service operations within a high-availability environment
• Hands-on experience managing incidents and coordinating cross-functional teams under time-sensitive conditions
• Strong analytical and problem-solving skills, with the ability to interpret system behaviour and identify patterns
• Working knowledge of incident lifecycle management, RCA processes, and problem management practices
• Familiarity with AI tools (e.g., Copilot or similar) and ability to apply them for analysis, documentation, and operational decision support
• Exposure to AIOps concepts including observability, telemetry, anomaly detection, and intelligent alerting
• Ability to interpret telemetry, logs, and monitoring signals to support incident response and service improvement
• Experience using ITSM tools such as Jira, ServiceNow, PagerDuty, or similar platforms
• Strong communication skills, with the ability to convey technical information clearly to both technical and non-technical stakeholders
• Ability to manage multiple priorities while maintaining focus on service restoration and operational outcomes

Preferred Experience

• Experience in SaaS or cloud-based environments, including exposure to distributed systems
• Familiarity with observability and monitoring platforms (e.g., Datadog, New Relic, or similar tools)
• Exposure to automation, scripting, or workflow optimisation in service operations
• Understanding of cloud environments such as AWS or Azure
• Experience contributing to AIOps-enabled operational initiatives
• ITIL certification or equivalent service management training

Education

• Bachelor’s degree in a related field or equivalent practical experience.

About Us

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to bea part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important andsometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employeepopulation

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.