Service Delivery Lead: ITSM & Client Success

Astreya; Fremont (CA); Presencial; USD 98.000 - 155.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance (UHC/Kaiser)

Dental insurance (UHC)

Vision insurance (UHC)

401k plan

Paid time off

Paid holidays

Life insurance

Short/Long-term disability

Tuition reimbursement

Wellness days

Commuter benefits

Training opportunities (Udemy/Coursera

Employee Assistance Program

Vision/Employee benefits

Descripción de la vacante

Astreya is seeking a Service Delivery Manager in Fremont, CA to lead Field Services, NOC, and Lab teams and drive client-focused outcomes. You will manage scope, resources, and risk while aligning ITIL practices with service delivery metrics.

The role emphasizes leadership, client communication, and hands-on use of ITSM tools to track SLAs, KPIs, and performance dashboards across complex deployments.

Formación

• Experience delivering managed services for clients.
• Strong understanding of Incident Management and Data Management in ITIL.
• 3–5 years of direct people leadership experience.
• Ability to interpret metrics from ITSM tools and translate into action.

Responsabilidades

• Lead Field Services, NOC, Network Deployment and Lab teams to meet goals.
• Build relationships with client stakeholders while managing scope and resources.
• Proactively escalate risk and surface issues before they reach the client.
• Apply ITIL-aligned practices across the service lifecycle.

Conocimientos

Client-facing communication

ITIL methodologies

People leadership

Data-driven decision making

Network infrastructure knowledge

Educación

ITIL Foundation certification

Herramientas

ITSM tools

Ticketing platforms

Reporting dashboards

Descripción del empleo

Astreya is seeking a Service Delivery Manager in Fremont, CA to lead Field Services, NOC, and Lab teams and drive client-focused outcomes. You will manage scope, resources, and risk while aligning ITIL practices with service delivery metrics.

The role emphasizes leadership, client communication, and hands-on use of ITSM tools to track SLAs, KPIs, and performance dashboards across complex deployments.