Service Delivery Manager

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

Benefits offered by this job

Medical benefits (CA)

401k Plan

Paid Time Off

Paid Holidays

Tuition Reimbursement

Continuing Education and Professional

Job summary

Astreya is seeking a Service Delivery & Client Management leader to oversee the Field Services, NOC, Network Deployment, and Lab Manager/Automations teams within Eng Labs. You will ensure the teams meet their goals while collaborating across functions and managing client relationships.

The role emphasizes ITIL-aligned practices, incident and data management, and a focus on metrics, dashboards, and proactive risk management.

Qualifications

• Experience delivering managed services for clients.
• Working familiarity with ITIL methodologies, Incident Management and Data Management.
• 3–5 years of direct people leadership experience.
• Ability to interpret metrics and translate into action for client stakeholders.

Responsibilities

• Manage the Field Services, NOC, Network Deployment, and Lab Manager/Automations teams within Eng Labs and ensure alignment with goals.
• Build and maintain relationships with client stakeholders; manage scope and resources and escalate risks proactively.
• Apply ITIL-aligned practices across the service lifecycle: Incident, Problem, Knowledge, and Data Management.
• Own or support metrics (SLAs/KPIs, ticket trends, cycle times, quality) and translate data into scalable improvements using dashboards.
• Provide day-to-day leadership, coaching, and workload balance; onboard new team members and enforce process adherence.

Skills

ITIL knowledge

Incident Management

Data Management

Client-facing communication

Tools

ITSM tools

Ticketing platforms

Reporting dashboards

IPAM systems

Network asset management tools

MACD processes

Job description

What You'll Do

Service Delivery & Client Management Manage the Field Services, Network Operations Center, Network Deployment, and Lab Manager/Automations teams within Eng Labs, each of which owns its own scope, ensuring the team is delivering against its goals while working effectively across the other functions. Build and maintain working relationships with client stakeholders, flexing to meet client needs while keeping contracted scope and available resources in view. Escalate and manage risk proactively, surfacing issues before they become client-facing problems. ITSM Process Ownership Apply ITIL-aligned practices across the service lifecycle, with direct working knowledge of: Incident Management: driving timely restoration of service and clear communication during active incidents Problem Management: identifying root cause and driving corrective/preventive action to reduce recurrence Knowledge Management: ensuring runbooks, SOPs, and lessons-learned are captured and kept current Data Management: maintaining accurate operational and asset data as the foundation for reporting and decision-making Performance & Data Management Own or support the metrics that matter for the team's services, including SLAs/KPIs, ticket trends, cycle times, and quality indicators. Translate a desired outcome, such as reducing mean time to resolve or improving first-time-fix rate, into a scalable process or workflow that reliably moves the metric, not just a one-time fix. Use dashboards and operational data to identify trends, staffing/coverage gaps, and process breakdowns before they impact the client. Partner with tooling/platform owners to ensure data captured in operational systems is clean, complete, and usable for reporting. People Leadership Provide day-to-day leadership, coaching, and performance feedback to a team of technicians/engineers. Support scheduling, coverage planning, and workload balancing across shifts or sites. Onboard new team members and reinforce consistent process adherence.

What We're Looking For

Required Experience delivering managed services for clients. Working familiarity with ITIL methodologies, with particular focus on Incident Management and Data Management. 3–5 years of direct people leadership experience, with a proven track record of managing a team. Comfortable working with performance data across ITSM tools, ticketing platforms, and reporting dashboards, with the ability to interpret metrics and translate them into action. Strong client-facing communication skills, able to represent the team credibly in front of client stakeholders. A foundational understanding of network infrastructure (routers, switches, access points) in lab or data center environments. Preferred Experience managing lab or data center Move/Add/Change/Decommission (MACD) processes or similar deployment lifecycles. Familiarity with IPAM systems, network asset management tools, and network equipment provisioning. ITIL Foundation certification, or equivalent hands-on experience in lieu of certification. Experience building or improving a repeatable process from scratch, not just following an existing one. Prior experience in a staffing, managed services, or outsourced operations company. 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.

Astreya offers comprehensive 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!