Service Delivery Manager

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.

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.

Salary Range

• 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 benefits to all Regular, Full-Time Employees, including:

• Medical provided throughUHC(PPO, HSA,Surestoptions) / Medical provided through Kaiser (HMO option only) for California employees only

• Dental provided throughUHC

• Nationwide Vision provided byUHC

• 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 Programprovided 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 otherancillarybenefits required under state and federal law