Service Delivery, Manager

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

Benefits offered by this job

Medical through UHC (global)

Dental & Vision

401k Plan

Paid Time Off

Tuition Reimbursement

Professional Development

Job summary

Astreya Partners, LLC is seeking a Service Delivery Manager in the United States to lead diverse operations teams and ensure excellent service delivery across multiple projects. The role emphasizes client-facing leadership, strategic planning, and effective collaboration with sales, BD, and engineering teams.

You will manage onboarding, training, and ongoing service improvements while driving meetings on performance, quality, and capacity planning.

Qualifications

• Bachelor’s degree (B.S/B.A) from college or university and 8+ years’ related experience or training.
• Proven track record delivering complex IT projects and improving project lifecycles.
• Ability to lead cross-functional teams and collaborate across divisions.

Responsibilities

• Provide leadership to diverse operations teams.
• Implement, monitor and report service delivery metrics to customers.
• Onboard, train and drive service improvement across teams.
• Lead internal and client meetings on delivery performance and quality.
• Be accountable for service quality and capacity planning for growth.
• Collaborate with Business Development and Client Partner teams to support growth and SOW content.
• Develop and maintain retention programs for field employees.
• Manage large projects or IT components to meet time, cost, and quality targets.
• Own resolution of highly complex issues and risks escalated.
• Lead collaborative planning, prioritizing work by capacity and capability.

Skills

Leadership

Client-facing

Project management

Communication

Multitasking

Budget oversight

Strategic planning

Team coordination

Education

Bachelor’s degree (B.S/B.A)

Tools

Help desk systems

Networking tools

Incident management tools

AV/VC systems

Asset management systems

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.

Preferred Qualifications

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)

Benefits

Astreya offers comprehensive benefits 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

Astrey 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 Astrey, 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!