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Open nowPosted today

Service Delivery Manager

Astreya75 open roles

Where
Fremont CA
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Your applicationOpen nowService Delivery ManagerAstreya · Fremont CA

  1. YouYes, apply to this one.

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The clock on this job

Early applications get read.

9.0% of postings close within 7 days. Measured by our own scanner across the market. Astreya postings stay open a median of 4 days.

Share of postings closed within
  1. 1.8%1 day
  2. 3.9%3 days
  3. 9.0%7 days
  4. 15.5%14 days
  5. 34.0%30 days
This job: posted today

Astreya median: 4 days open

The posting

What You'll Do

Service Delivery & Client Management

  • Manage the Field Services, Network Operations Center, Network Deployment, and Lab Manager/Automations teams within Eng Labs, each of which owns its own scope, ensuring the team is delivering against its goals while working effectively across the other functions.
  • Build and maintain working relationships with client stakeholders, flexing to meet client needs while keeping contracted scope and available resources in view.
  • Escalate and manage risk proactively, surfacing issues before they become client-facing problems.

ITSM Process Ownership

  • Apply ITIL-aligned practices across the service lifecycle, with direct working knowledge of:Incident Management: driving timely restoration of service and clear communication during active incidents Problem Management: identifying root cause and driving corrective/preventive action to reduce recurrence Knowledge Management: ensuring runbooks, SOPs, and lessons-learned are captured and kept current Data Management: maintaining accurate operational and asset data as the foundation for reporting and decision-making

Performance & Data Management

  • Own or support the metrics that matter for the team's services, including SLAs/KPIs, ticket trends, cycle times, and quality indicators.
  • Translate a desired outcome, such as reducing mean time to resolve or improving first-time-fix rate, into a scalable process or workflow that reliably moves the metric, not just a one-time fix.
  • Use dashboards and operational data to identify trends, staffing/coverage gaps, and process breakdowns before they impact the client.
  • Partner with tooling/platform owners to ensure data captured in operational systems is clean, complete, and usable for reporting.

People Leadership

  • 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.

What We're Looking For

Required

  • 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.

Preferred

  • 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.

Salary Range

$98,040.00 - $154,800.00 USD (Salary)

  • Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
  • Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

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

  • 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
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