Service Delivery Manager

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

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Client-facing communication

ITIL methodologies

People leadership

Data-driven decision making

Network infrastructure knowledge

Education

ITIL Foundation certification

Tools

ITSM tools

Ticketing platforms

Reporting dashboards

Job description

## Service Delivery ManagerApply: Fremont, CA: Menlo Park, CA: Full time: Posted Today: R0017585# What You'll DoService 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-makingPerformance & 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 ForRequired* 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** **b****enefits to all Regular, Full-Time Employees,** **including:*** 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