Service Delivery, Manager

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

What this Job Entails

The Service Delivery Manager is a client facing role and requires that you establish and satisfactorily manage client and employee expectations. The role requires leadership, strong ability to multitask, prioritize, communicate, and direct a very diverse set of teams. The responsibilities range from interviewing, hiring, and managing personnel to perform day to day tasks, ensuring that work is performed as expected, with regular client communication on progress. The successful candidate will have the ability to manage and evolve existing services across multiple disciplines, assisting sales teams with the growth strategy. Scope: Works on issues of diverse scope where analysis of a situation or data needs evaluation of multiple factors, including a familiarity with current business trends. Follows processes and operational policies while selecting methods and techniques for obtaining solutions. Acts as advisor to subordinates to meet schedules and/or resolve technical problems. Develops and administers schedules, performance requirements. May have budget responsibilities.

Your Roles and Responsibilities

• Provide leadership to diverse operations teams
• Implement, monitor and provide timely reports to customers on service delivery metrics
• Implement personnel on-boarding, training, and service improvement activities, ensuring systems, methodologies and procedures are in place and followed by each service team
• Drive internal and client meetings covering delivery performance, service improvements, quality and processes
• Be accountable for the quality of service and performance; ensure future demand from growth and projects are understood and factored into capacity plans for all associated teams
• Work closely with Business Development and Client Partner teams to support growth, including help with services content for Statements of Work, and development/transition to stronger managed services capabilities
• Works with the SMEs and stakeholders to define the roadmap for any given product and translate this into user stories or RFPs depending on the build decision
• Work closely with Recruiting to develop pipeline and process for hiring strong candidates and interview where necessary
• Further, develop and maintain retention program and incentives for field employee satisfaction
• Manage large projects or delivering the IT components of major projects to time, cost, quality and benefits realisation requirements
• Assimilate, understand and manage problem solving and opportunities recognition in the context of IT Infrastructure and/or application change solution concept, solutioning, design and deployment in a major software services/hardware environment
• Takes ownership for the resolution of highly complex issues and risks that have been escalated
• Leads the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team
• Other duties as required.

Required Qualifications/Skills

• Bachelor’s degree (B.S/B.A) from four-college or university and 8+ years’ related experience and/or training; or equivalent combination of education and experience
• Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company
• Must be able to lead a cooperative effort among members of a project team
• A track record of successfully delivering a range of complex, high profile IT projects
• Proven track record of implementing and leading improvements in project lifecycle
• Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries
• Passionate about the IT industry and how new technology can improve business outcomes
• Strong technical knowledge of enterprise IT, including but not limited to help desk, networking, ticket and incident management, AV/VC, and asset management
• Strong analytical, organizational, communication and presentation skills
• Highly adaptable with the ability to effectively manage multiple concurrent work streams
• Strong business acumen and the ability to provide operational, technical and financial oversight
• Proven leadership skills with the ability to motivate, lead, develop, direct and position people to work effectively in a team environment

Physical Demand & Work Environment

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer
• Must have the ability to communicate effectively
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

Salary Range

Salary Range $98,040.00 - $154,800.00 USD (Salary) 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.

Benefits

• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through UHC Nationwide
• Vision provided by UHC
• 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 Program provided 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 other ancillary benefits required under state and federal law

We’re so glad you’re here. Use this space to explore career opportunities, track your application, and take next steps with a global team that values people and progress. Astreya is a global IT managed services provider dedicated to creating technology solutions that are reliable and human-centered. We partner with the world’s most innovative organizations to optimize modern IT environments across the digital workplace, cloud, data, AI, and enterprise platforms. Our people are our strength. Across regions and roles, Astreyans bring deep expertise, curiosity, and a commitment to excellence. We believe great technology starts with great humans, which is why we invest in learning, collaboration, and career growth. At Astreya, transparency, accountability, and trust guide how we work with each other and our customers. We foster an inclusive culture where diverse perspectives are valued and everyone has the opportunity to make an impact. Join us to build solutions that matter and shape the future of IT together. Onwards and upwards!