Service Delivery, Manager

Astreya; Tempe (AZ); On-site; USD 90,000 - 120,000; Full time

Job summary

Astreya is seeking an experienced Senior IT Operations Manager to lead day-to-day IT service delivery across multiple sites, ensuring SLA adherence and client satisfaction. You will oversee ticket queues, incidents, escalations, and asset lifecycle management, while driving process improvements and scalability.

You will mentor technical teams, manage client relationships, and partner with leadership to enhance operational efficiency and reporting.

Qualifications

• 5+ years of progressive IT operations or service delivery experience.
• 3+ years of experience leading technical teams with performance management.
• Proven track record delivering IT service delivery in multi-site environments.
• Strong experience with ITSM, SLAs, KPIs, queues, escalations, and metrics.
• Strong understanding of endpoint management, hardware lifecycle, assets, and inventory.

Responsibilities

• Lead day-to-day IT service delivery across locations and meet SLAs.
• Oversee ticket queues, incidents, escalations, and backlog.
• Drive root-cause analysis and standardize service delivery processes.
• Monitor performance and address operations risks and gaps.
• Partner with leadership to improve IT operations efficiency and scalability.
• Lead technical support and IT operations teams; coach and develop staff.
• Manage client and stakeholder meetings, reviews, and expectations.
• Oversee end-user devices lifecycle, procurement, deployment, and decommissioning.

Skills

IT operations leadership

Service delivery management

Multi-site / enterprise experience

Performance management

Stakeholder communication

Tools

ITSM tools

Microsoft 365

Smartsheet

Ticketing platforms

Endpoint management systems

Job description

Key Responsibilities

1. 1. Technical Service Delivery & IT Operations
   Lead day-to-day IT service delivery across supported locations and ensure services meet established SLAs and client expectations.
   Oversee ticket queues, incidents, service requests, escalations, response/resolution times, and backlog.
   Identify recurring issues and drive root-cause resolution.
   Establish and maintain standardized service delivery processes, workflows, documentation, and escalation procedures.
   Monitor operational performance and proactively address service delivery risks and gaps.
   Partner with leadership to improve the overall efficiency, quality, and scalability of IT operations.
2. 2. Technical Team Leadership
   Lead, coach, and develop technical support and IT operations teams.
   Establish expectations around service delivery, technical performance, productivity, documentation, and accountability.
   Manage workload, staffing, resource allocation, performance goals, and employee development.
   Conduct regular 1:1s, performance reviews, and team meetings.
   Build a high-performing culture focused on accountability, collaboration, customer service, and continuous improvement.
3. 3. Client & Stakeholder Management
   Serve as a primary point of contact for clients and business stakeholders.
   Lead client meetings, service reviews, operational discussions, and escalations.
   Establish clear expectations for service delivery, priorities, timelines, and deliverables.
   Communicate service performance, project updates, risks, staffing needs, and recommendations.
   Understand client business needs and translate them into practical technical and operational solutions.
   Build strong client relationships through proactive communication, accountability, and reliable service delivery.
4. 4. Endpoint & Asset Lifecycle Management
   Oversee the full lifecycle of IT hardware and endpoints, including procurement, configuration, deployment, assignment, maintenance, repair, refresh, recovery, and decommissioning.
   Manage laptops, desktops, mobile devices, peripherals, and other IT equipment.
   Maintain accurate asset and inventory records and establish effective inventory controls.
   Oversee device staging, deployment, repair, replacement, reclamation, and refresh processes.
   Identify opportunities to improve asset accuracy, device turnaround times, inventory visibility, and lifecycle processes.
5. 5. SLA, KPI & Operational Reporting
   Establish, monitor, and report on IT service delivery KPIs and SLAs.
   Track metrics such as ticket volume, response/resolution times, SLA compliance, backlog, device turnaround, asset accuracy, productivity, endpoint compliance, and customer satisfaction.
   Analyze operational data to identify trends, performance gaps, staffing needs, and improvement opportunities.
   Develop dashboards and reports for leadership and clients.
   Use data to make informed decisions and provide actionable recommendations.
6. 6. Technical Projects & Change Management
   Lead technical and operational projects from planning through implementation.
   Manage technology rollouts, hardware refreshes, endpoint deployments, system implementations, and process changes.
   Develop project timelines, milestones, resource requirements, and success criteria.
   Coordinate technical teams, vendors, clients, and other stakeholders.
   Identify risks and dependencies and ensure projects are delivered on time and transitioned successfully into operations.
7. 7. Process Improvement, Automation & Operational Excellence
   Continuously evaluate IT operations and service delivery processes for efficiency and scalability.
   Identify opportunities to standardize processes, automate repetitive work, and improve workflows.
   Develop SOPs, documentation, and repeatable operational practices.
   Use root-cause analysis to reduce recurring technical and operational issues.
   Evaluate and implement tools and technologies that improve service delivery, visibility, and efficiency.
8. 8. IT Tools & Systems
   Manage and optimise ITSM, ticketing, asset management, endpoint management, and reporting platforms.
   Ensure accurate and consistent operational data across systems.
   Leverage tools such as Microsoft 365, Teams, Excel, Smartsheet, ticketing platforms, endpoint management systems, and automation tools.
   Identify opportunities to improve workflows, integrations, reporting, and automation.

Required Qualifications & Skills

• 5+ years of progressive experience in IT operations, technical service delivery, IT service management, technical support leadership, or a related field.
• 3+ years of experience leading technical teams , including performance management, coaching, workload management, and resource allocation.
• Proven experience managing technical service delivery in a fast-paced, multi-site, or enterprise environment.
• Strong experience with ITSM, SLAs, KPIs, ticket queues, escalations, and service performance metrics.
• Strong understanding of endpoint management, hardware lifecycle, asset management, inventory, and technical support operations.
• Demonstrate