Service Delivery Lead: ITSM & Client Success

Astreya; Fremont (CA); Sur place; USD 98 000 - 155 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Résumé du poste

Astreya is seeking an experienced Service Delivery Manager in California to lead Eng Labs teams in delivering managed services and ITIL-aligned processes. You will manage Field Services, NOC, deployment, and lab operations, while building strong client relationships and controlling scope and resources.

You will drive performance data initiatives, translate metrics into scalable workflows, and collaborate with tools owners to ensure clean data for reporting.

Qualifications

• Experience delivering managed services for clients.
• Familiar with ITIL methodologies, especially Incident Management and Data Management.
• 3–5 years of direct people leadership experience.
• Comfortable interpreting performance data from ITSM tools and dashboards.
• Strong client-facing communication with stakeholders.
• Foundational understanding of network infrastructure in lab or data center environments.

Responsabilités

• Lead the Field Services, NOC, Network Deployment, and Lab Manager teams to meet their goals and coordinate across functions.
• Build relationships with client stakeholders, balancing client needs with contracted scope and available resources.
• Proactively escalate and manage risk to surface issues before they impact the client.
• Own or support metrics that matter, including SLAs, KPIs, ticket trends, and cycle times.
• Collaborate with tooling/platform owners to ensure data quality for reporting.

Connaissances

Managed services

ITIL familiarity

People leadership

Client communication

Data-driven decisions

Outils

ITSM tools

Ticketing platforms

Reporting dashboards

Description du poste

Astreya is seeking an experienced Service Delivery Manager in California to lead Eng Labs teams in delivering managed services and ITIL-aligned processes. You will manage Field Services, NOC, deployment, and lab operations, while building strong client relationships and controlling scope and resources.

You will drive performance data initiatives, translate metrics into scalable workflows, and collaborate with tools owners to ensure clean data for reporting.