IT Service Delivery Lead - Scale Operations & Teams

Astreya China

Tempe (AZ)

On-site

USD 98,000 - 155,000

Full time

6 days ago

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Benefits offered by this job

Medical through UHC Kaiser (CA) / PPO,

Dental through UHC

Vision through UHC

401k plan

Paid time off

Tuition reimbursement

Job summary

Astreya is hiring for a senior IT service delivery leader to oversee technical operations, service delivery, and client engagements across multiple sites in the U.S. The role focuses on SLAs, KPI tracking, and driving process improvements.

You will lead teams, manage projects, and ensure scalable IT operations while maintaining strong client relationships. The ideal candidate combines deep ITSM expertise with hands-on leadership and data-driven decision making to drive measurable improvements in

Qualifications

5+ years of progressive experience in IT operations, technical service delivery, IT service management, or a related field.
3+ years of experience leading technical teams, including performance management and development.
Proven experience managing technical service delivery in multi-site or enterprise environments.
Strong experience with ITSM, SLAs, KPIs, ticket queues, escalations, and service metrics.
Knowledge of endpoint management, asset lifecycle, and inventory control.
Ability to translate client needs into technical and operational solutions.

Responsibilities

Lead day-to-day IT service delivery across supported locations and ensure SLAs are met.
Oversee ticket queues, incidents, escalations, and response/resolution times.
Identify recurring issues and drive root-cause resolution.
Establish standardized service delivery processes, workflows, and escalation procedures.
Monitor performance and address operational risks and gaps.
Partner with leadership to improve efficiency, quality, and scalability of IT operations.
Lead, coach, and develop technical support and IT operations teams.
Manage workload, staffing, and resource allocation; conduct regular 1:1s and performance reviews.
Build a high-performing culture focused on accountability, collaboration, and customer service.
Serve as primary point of contact for clients and stakeholders; lead meetings and service reviews.
Translate client needs into practical technical and operational solutions.