Job Description

The Senior Service Delivery Manager

The Sr. Manager, Service Delivery Management will manage a range of the following service areas:

Smart ServiceDesk

Cloud and Hybrid IT

Workplace collaboration (AV)

IT Asset Management

DataCenter and Al Automation Engineering

Data Engineering

Network Coordination Services

IoT (Internet of Things)

Application Engineering

Project Management

The Sr. Manager, Service Delivery Management is responsible for the execution and management of services provided to clients. The Sr. Manager is responsible for ensuring that SLAs are met, and service expectations are delivered. The Sr. Manager works directly with internal teams and clients to creatively solve problems to manage operations efficiently. This role involves overseeing the day-to-day activities of service delivery, ensuring that client needs are met in a timely and efficient manner.

This role may involve supporting multiple clients simultaneously, requiring a strong understanding of service management and emerging technologies. The Sr. Manager, Service Delivery Management will lead the innovation, transformation, and implementation of technological and digital strategies that will increase stakeholder engagement, client/program retention, revenue growth, and relationship expansion.

The Sr. Manager, Service Delivery Management is responsible for building and maintaining a high performance culture. This leader must operate with fearless transparency, empowering team members to take action in a high-pressure environment while maintaining relentless customer focus and creating a culture of radical accountability .

Key Deliverables :

Leadership - Ability to influence executive stakeholders, shape service strategy, develop teams, and lead leaders.

Contribute to strategic decisions while maintaining alignment with delivery, practice, and sales leadership through regular updates on key actions and outcomes.

Cultivate a high-performance culture, empowering teams to manage the end-to-end delivery of customer engagements, from simple to complex.

Manage client, leadership, and team expectations with a focus on alignment and driving successful outcomes.

Create a culture that respects and values the total person to ensure the development of high-performing teams.

Lead awareness sessions on organizational, unit, and customer policies and procedures, ensuring full understanding and compliance across the team.

Act as a trusted liaison with senior client stakeholders, fostering strong relationships and collaboration at all levels.

Manage global and/or regional organizational and unit-level initiatives, including recruitment, knowledge sharing, and the definition of new services.

Contribute to internal and external audits, championing ESAT and CSAT efforts to drive continuous improvement.

Collaborate on strategic company initiatives to ensure effective representation of the organization's services.

Adapt to varying time zones, with frequent early or late meetings required for internal teams and client engagements.

Relentless Customer Focus Ability to drive client satisfaction, retention, and long-term partnerships. Deliver committed services and SLAs to clients, ensuring project scope, IT infrastructure

specifications, and business needs are aligned, including contingency planning, business continuity, resource allocation, and succession planning.

Manage projects by overseeing and optimizing costs, timelines, risks, and resources, using tools and data-driven insights for improved decision-making and outcomes.

Generate revenue by expanding and communicating services offered to clients.

Identify and address CSAT and ESAT action items, providing proactive solutions to reduce TCO and enhance service performance.

Conduct regular reviews with customers, management, and teams, tracking action items and ensuring logical closure, especially for escalations.

Provide periodic reporting to customers on service performance and to management on project status, maintaining relevant documentation (e.g., MSA, Scope, SLAs, etc.).

Oversee resource management, including rotation schedules, and communicate incidents, scope creep, and escalations promptly.

Manage program opportunities and expectations by understanding client requirements, defining solutions, and drafting proposals while maintaining strong vendor relationships.

Innovation & Transformation - Strong knowledge of emerging technologies (Al, cloud, automation).

Contribute to the adoption of emerging technologies, Newgen solutions, and organizational IPs to elevate customer experience and service performance, working closely with Practice teams to align client programs with innovative technologies.

Seek out opportunities to grow accounts by effectively identifying issues for clients; offer solutions that transform delivery services.

Engage with transformation initiatives, drive digital strategy, and engage with executive-level stakeholders to shape and execute the vision for a key portfolio of clients.

Contribute to the definition, measurement, analyzing, improving, and controlling of operations and service management processes to continuously enhance efficiency and sustained service excellence. Be curious about operational metrics for both people and programs; identify trends early and address them proactively.

Pivot quickly to manage multiple client requests with changing priorities.

Financial Acumen - Experience managing P&L, revenue growth, and cost efficiencies.

Partner with leadership to accurately forecast operational budgets, including resource allocation. Contribute to the delivery of an established revenue growth goal while capturing defined cost efficiencies within the book of business.

Drive business growth by optimizing service delivery profitability, managing multi-million-dollar P&L, and ensuring sustainable revenue expansion.

Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:

• Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through Cigna (DPPO & DHMO options)
• Nationwide Vision provided through VSP
• 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
• Employee Assistance Program
• Wellness Days
• 401k Plan
• Basic Life, Accidental Life, 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 fringe benefits required under state and federal law

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