IT Service Delivery Leader | Cross-Functional Teams

Astreya Partners, LLC; Cambridge (MA); On-site; USD 98,000 - 155,000; Full time

Benefits offered by this job

401k Plan

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Tuition Reimbursement

Job summary

Astreya Partners, LLC is seeking a Service Delivery Manager to lead diverse operations teams and manage client expectations across multiple IT disciplines. You will supervise onboarding, training, and service improvement activities while ensuring processes are followed and performance targets are met.

You will coordinate with sales and client partners to support growth, shape service roadmaps, and translate requirements into actionable plans.

Qualifications

• Bachelor’s degree (B.S./B.A.) and 8+ years’ related experience and/or training; or equivalent combination
• Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers
• Proven track record of delivering complex IT projects
• Strong leadership and ability to motivate teams
• Able to identify projects at risk and take corrective action

Responsibilities

• Provide leadership to diverse operations teams
• Implement, monitor and report service delivery metrics to customers
• Onboard, train, and improve service delivery processes
• Lead internal and client meetings on delivery performance and quality
• Ensure capacity plans align with growth and projects
• Collaborate with Business Development for growth and proposals
• Define roadmaps with SMEs and translate to user stories or RFPs
• Partner with Recruiting to build strong candidate pipelines
• Develop retention programs to improve field staff satisfaction
• Manage large IT projects to time, cost, quality and benefits
• Solve complex issues and manage escalated risks
• Lead collaborative planning prioritizing work with team capacity
• Other duties as required

Skills

Leadership

Stakeholder management

Project lifecycle

IT infrastructure

Analytics

Communication

Multitasking

Capacity planning

Problem solving

Education

Bachelor’s degree

Job description

Astreya Partners, LLC is seeking a Service Delivery Manager to lead diverse operations teams and manage client expectations across multiple IT disciplines. You will supervise onboarding, training, and service improvement activities while ensuring processes are followed and performance targets are met.

You will coordinate with sales and client partners to support growth, shape service roadmaps, and translate requirements into actionable plans.