Service Delivery Manager

Description

Service Delivery & Client Management

Manage the Field Services, Network Operations Center, Network Deployment, and Lab Manager/Automations teams within Eng Labs, each of which owns its own scope, ensuring the team is delivering against its goals while working effectively across the other functions.

Build and maintain working relationships with client stakeholders, flexing to meet client needs while keeping contracted scope and available resources in view.

Escalate and manage risk proactively, surfacing issues before they become client-facing problems.

ITSM Process Ownership

Apply ITIL-aligned practices across the service lifecycle, with direct working knowledge of:

Incident Management: driving timely restoration of service and clear communication during active incidents

Problem Management: identifying root cause and driving corrective/preventive action to reduce recurrence

Knowledge Management: ensuring runbooks, SOPs, and lessons-learned are captured and kept current

Data Management: maintaining accurate operational and asset data as the foundation for reporting and decision-making

Performance & Data Management

Own or support the metrics that matter for the team's services, including SLAs/KPIs, ticket trends, cycle times, and quality indicators.

Translate a desired outcome, such as reducing mean time to resolve or improving first-time-fix rate, into a scalable process or workflow that reliably moves the metric, not just a one-time fix.

Use dashboards and operational data to identify trends, staffing/coverage gaps, and process breakdowns before they impact the client.

Partner with tooling/platform owners to ensure data captured in operational systems is clean, complete, and usable for reporting.

People Leadership

Provide day-to-day leadership, coaching, and performance feedback to a team of technicians/engineers.

Support scheduling, coverage planning, and workload balancing across shifts or sites.

Onboard new team members and reinforce consistent process adherence.

Responsibilities

• Service Delivery & Client Management
• Manage the Field Services, Network Operations Center, Network Deployment, and Lab Manager/Automations teams within Eng Labs, each of which owns its own scope, ensuring the team is delivering against its goals while working effectively across the other functions.
• Build and maintain working relationships with client stakeholders, flexing to meet client needs while keeping contracted scope and available resources in view.
• Escalate and manage risk proactively, surfacing issues before they become client-facing problems.
• ITSM Process Ownership
• Apply ITIL-aligned practices across the service lifecycle, with direct working knowledge of:
• Incident Management: driving timely restoration of service and clear communication during active incidents
• Problem Management: identifying root cause and driving corrective/preventive action to reduce recurrence
• Knowledge Management: ensuring runbooks, SOPs, and lessons-learned are captured and kept current
• Data Management: maintaining accurate operational and asset data as the foundation for reporting and decision-making
• Performance & Data Management
• Own or support the metrics that matter for the team's services, including SLAs/KPIs, ticket trends, cycle times, and quality indicators.
• Translate a desired outcome, such as reducing mean time to resolve or improving first-time-fix rate, into a scalable process or workflow that reliably moves the metric, not just a one-time fix.
• Use dashboards and operational data to identify trends, staffing/coverage gaps, and process breakdowns before they impact the client.
• Partner with tooling/platform owners to ensure data captured in operational systems is clean, complete, and usable for reporting.
• People Leadership
• Provide day-to-day leadership, coaching, and performance feedback to a team of technicians/engineers.
• Support scheduling, coverage planning, and workload balancing across shifts or sites.
• Onboard new team members and reinforce consistent process adherence.

Requirements

• Required
• Experience delivering managed services for clients.
• Working familiarity with ITIL methodologies, with particular focus on Incident Management and Data Management.
• 3–5 years of direct people leadership experience, with a proven track record of managing a team.
• Comfortable working with performance data across ITSM tools, ticketing platforms, and reporting dashboards, with the ability to interpret metrics and translate them into action.
• Strong client-facing communication skills, able to represent the team credibly in front of client stakeholders.
• A foundational understanding of network infrastructure (routers, switches, access points) in lab or data center environments.
• Preferred
• Experience managing lab or data center Move/Add/Change/Decommission (MACD) processes or similar deployment lifecycles.
• Familiarity with IPAM systems, network asset management tools, and network equipment provisioning.
• ITIL Foundation certification, or equivalent hands-on experience in lieu of certification.
• Experience building or improving a repeatable process from scratch, not just following an existing one.
• Prior experience in a staffing, managed services, or outsourced operations company.

Conditions

$98,040.00 - $154,800.00 USD (Salary)

Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.

Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive b enefits to all Regular, Full-Time Employees, including:

Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only

Dental provided through UHC

Nationwide Vision provided by UHC

Flexible Spending Account for Health & Dependent Care

Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)

Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera

Corporate Wellness Program provided by Goomi Group

Employee Assistance Program

Wellness Days

401k Plan

Basic and Supplemental Life Insurance

Short Term & Long Term Disability

Critical Illness, Critical Hospital, and Voluntary Accident Insurance

Tuition Reimbursement (available 6 months after start date, capped)

Paid Time Off (accrued and prorated, maximum of 120 hours annually)

Paid Holidays

Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law