- Company Name
- Astreya
- Job Title
- Service Delivery Manager
- Job Description
-
**Job Title**: Service Delivery Manager
**Role Summary**
Client‑facing leader who manages multidisciplinary operations teams, ensuring on‑time, on‑budget, high‑quality delivery of IT services. Drives continuous improvement, client satisfaction, and growth support, while aligning service capabilities with business strategy and capacity planning.
**Expectations**
- Deliver consistent, measurable service quality and performance.
- Communicate transparently with clients on progress, risks, and improvements.
- Manage people, budgets, and projects to achieve SLAs and growth objectives.
- Facilitate cross‑functional collaboration, including Business Development and Client Partners.
- Maintain and evolve service processes, metrics, and reporting frameworks.
**Key Responsibilities**
- Lead and mentor diverse operations teams across multiple disciplines.
- Design, implement, and monitor service delivery metrics and reports for clients.
- Oversee onboarding, training, and continuous improvement initiatives for service staff.
- Conduct regular client meetings to review performance, quality, and improvement plans.
- Own service quality, ensuring future demand and growth projects are reflected in capacity plans.
- Partner with BD/Client Partner teams to develop SOW content and transition to managed services.
- Translate product roadmaps into user stories/RFPs with SMEs.
- Collaborate with Recruiting to build a candidate pipeline; conduct interviewing as needed.
- Develop retention and incentive programs to support field employee satisfaction.
- Manage large IT projects, ensuring time, cost, quality, and benefits realization.
- Resolve escalated, complex issues and risks; lead collaborative planning and prioritization against team capacity.
**Required Skills**
- 8+ years in IT service delivery, project delivery, or related field.
- Proven leadership and team‑building capabilities; motivation and coaching skills.
- Strong analytical, organizational, and communication skills.
- Experience with enterprise IT domains: help desk, networking, ticket/incident management, AV/VC, asset management.
- Ability to manage multiple concurrent streams, identify risks, and take corrective action.
- Business acumen; capability to provide operational, technical, and financial oversight.
- Comfort with stakeholder management across functional areas and divisions.
**Required Education & Certifications**
- Bachelor’s degree (BS/BA) in Business, Information Technology, or related discipline.
- Equivalent combination of education and experience accepted.
- Certifications such as PMP, ITIL, or equivalent are preferred but not mandatory.