{"jobs_by_pk":{"id":"f337224f-3ca4-459b-9cf8-d8bebbac0c0b","title":"Support Delivery Manager / Service Manager","job_type":"FULL_TIME","job_site":"ONSITE","created_at":"2026-06-23T04:39:02.779293+00:00","location":"Addis Ababa","sectors":[{"sector_id":"5fd6204a-49e0-45a6-84b8-670e5f19efc5","sector":{"name":"Software Design & Development","__typename":"sectors"},"__typename":"job_sectors"}],"description":"

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.

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Support Delivery Manager / Service Manager

Software Design & Development

Skills And Expertise

Addis Ababa

Private Client