Service Delivery Manager

Astreya • Fremont, CA

2d • $98,040 - $154,800

About The Position

This role involves managing several teams within Eng Labs, including Field Services, Network Operations Center, Network Deployment, and Lab Manager/Automations. The primary focus is on ensuring these teams deliver against their goals while collaborating effectively with other functions. A key aspect of the role is building and maintaining strong relationships with client stakeholders, adapting to client needs while adhering to contracted scope and available resources. Proactive risk management and issue escalation are crucial to prevent client-facing problems. The position also requires ownership of ITSM processes aligned with ITIL best practices, focusing on Incident, Problem, Knowledge, and Data Management. Performance and data management are essential, involving the ownership or support of key metrics like SLAs/KPIs, ticket trends, and cycle times. The role demands translating desired outcomes into scalable processes and using operational data to identify trends and potential issues before they impact clients. People leadership, including coaching, performance feedback, scheduling, and onboarding, is also a significant component.

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, adapting to client needs while considering contracted scope and resources.
• Proactively escalate and manage risk, surfacing issues before they become client-facing problems.
• Apply ITIL-aligned practices across the service lifecycle, including Incident Management, Problem Management, Knowledge Management, and Data Management.
• Own or support metrics such as SLAs/KPIs, ticket trends, cycle times, and quality indicators.
• Translate desired outcomes into scalable processes or workflows to improve metrics.
• Use dashboards and operational data to identify trends, staffing gaps, and process breakdowns.
• Partner with tooling/platform owners to ensure data accuracy and usability for reporting.
• Provide day-to-day leadership, coaching, and performance feedback to a team of technicians/engineers.
• Support scheduling, coverage planning, and workload balancing.
• 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