Service Delivery Manager

Astreya • Fremont, CA

1d

About The Position

This role involves managing multiple teams including Field Services, Network Operations Center, Network Deployment, and Lab Manager/Automations within Eng Labs. The Service Delivery Manager will ensure these teams meet their goals and collaborate effectively. A key aspect of the role is building and maintaining strong relationships with client stakeholders, managing client needs within contractual scope and resource availability, and proactively escalating and managing risks to prevent client-facing issues. The position also requires ownership of ITIL-aligned practices across the service lifecycle, focusing on Incident, Problem, Knowledge, and Data Management. Performance and data management are crucial, involving ownership of SLAs/KPIs, ticket trends, and translating desired outcomes into scalable processes. The manager will use operational data to identify trends and process breakdowns, and partner with tooling owners to ensure data integrity. People leadership includes day-to-day guidance, coaching, performance feedback, scheduling, coverage planning, and onboarding new team members.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• Manage the Field Services, Network Operations Center, Network Deployment, and Lab Manager/Automations teams within Eng Labs, ensuring they deliver against goals and work effectively across functions.
• Build and maintain working relationships with client stakeholders, managing client needs within contracted scope and available resources.
• Escalate and manage risk proactively, surfacing issues before they become client-facing problems.
• Apply ITIL-aligned practices across the service lifecycle, with direct working knowledge of Incident Management, Problem Management, Knowledge Management, and Data Management.
• Own or support metrics that matter for the team's services, including SLAs/KPIs, ticket trends, cycle times, and quality indicators.
• Translate desired outcomes into scalable processes or workflows that reliably move metrics.
• Use dashboards and operational data to identify trends, staffing/coverage gaps, and process breakdowns.
• Partner with tooling/platform owners to ensure data captured in operational systems is clean, complete, and usable for reporting.
• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed