Senior Service Delivery Manager, Public Safety

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

About Axon 911

Axon 911 brings together Prepared and Carbyne under Axon. Together, we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layer—helping public safety agencies move faster, make better decisions, and deliver better outcomes in the moments that matter most.

911 is the backbone of public safety, yet the professionals behind it have long been held back by outdated technology. Axon 911 is here to change that. Joining this team means more than taking a job—it means helping shape the future of emergency response and building a safer, more connected world.

Your Impact

At Axon 911, we are building mission-critical technology that supports emergency communications, public safety operations, and real-time response environments. We are seeking a Senior Service Delivery Manager, who will own the escalation lifecycle from intake to resolution, ensuring incidents are triaged accurately, prioritized based on operational and customer impact, assigned to the appropriate technical resources, and driven to closure with strong operational accountability and follow-through.

This is a founding role with high visibility and high impact, as this individual will serve as the operational lead during customer-impacting incidents, coordinating cross-functional response efforts across Software engineering, Operations and Customer Support resources.

The ideal candidate thrives under pressure, communicates with clarity and structure, and can confidently lead operational response efforts involving technical teams, executive stakeholders, and customer leadership.

What You’ll Do

Lead and coordinate P1/P0 customer-impacting incidents across mission-critical SaaS environments

Serve as Incident Commander during high-severity operational events and customer escalations

Facilitate bridge calls and coordinate cross-functional response efforts across Engineering, Infrastructure, Product, Support, NOC, and Customer teams

Maintain clear, structured communication with both internal stakeholders and customer leadership teams, including executive-level audiences

Drive operational accountability, incident timelines, action items, and follow-through during active incidents

Lead post-incident reviews, root cause analysis discussions, after-action reporting, and operational improvement initiatives

Partner closely with NOC and operational teams to support service continuity and platform reliability

Help establish and mature incident management processes, workflows, tooling, and operational standards

Participate in an on-call leadership rotation supporting critical customer incidents

Travel up to 25% as needed to support customer operations, strategic initiatives, or critical incident response efforts

What You Bring

7+ years of experience in Incident Management, Major Incident Management, Technical Operations, Escalation Management, NOC Operations, Service Reliability, or related operational leadership roles

Experience leading high-severity operational incidents within SaaS, cloud, mission-critical, or highly available technical environments

Strong executive communication skills with the ability to remain calm, structured, and decisive during high-pressure situations

Experience coordinating cross-functional technical teams during customer-impacting incidents

Demonstrated ability to drive operational accountability and lead complex incident response efforts without direct authority

Strong understanding of technical infrastructure concepts including cloud environments, networking, VoIP, SaaS platforms, APIs, integrations, and distributed systems

Experience leading post-mortems, root cause analysis reviews, and operational improvement initiatives

Comfortable operating within fast-paced, high-growth, and evolving environments

Ability to participate in a heavy on-call rotation supporting mission-critical customer

Nice-to-Haves:

Experience supporting mission-critical environments such as:

Public Safety

PSAP/ECC operations

Emergency Communications

NG911 environments

Critical Infrastructure

Real-Time Communications platforms

Experience working with public safety technology vendors or operational environments

Familiarity with CAD systems, call handling systems, emergency communications workflows, or incident command structures

Experience supporting highly regulated or operationally sensitive customer environments

Exp…