Senior Manager, Service Delivery

Astreya

. Establish and satisfactorily manage client and employee expectations in a client-facing role .

Posted 10/7/2026full-timeRemote • Florida • United StatesSenior💰 $108,000 - $180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing complex IT projects, ensuring service quality and performance while effectively collaborating with diverse teams. Possesses a solid understanding of enterprise IT systems and a proven ability to implement project lifecycle improvements.

Highest-signal resume keywords

Project ManagementIT Infrastructure KnowledgeService Delivery MetricsLeadership SkillsOperational Oversight

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project Lifecycle ImprovementsIT Project DeliveryService Quality ManagementOperational ObjectivesAnalytical SkillsTechnical Knowledge of Enterprise ITIncident ManagementAsset ManagementNetworkingHelp Desk Management

Soft Skills

Communication SkillsOrganizational SkillsPresentation SkillsTeam LeadershipProblem Solving

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

Client-Facing RoleService ImprovementBusiness DevelopmentRetention ProgramsCapacity PlanningStakeholder EngagementRFPsHiring PipelinesEmployee SatisfactionOperational Success

About the role

Key responsibilities & impact

Establish and satisfactorily manage client and employee expectations in a client-facing role
Lead diverse operations teams
Establish operational objectives and work plans and delegate assignments
Review objectives of other managers to determine operational success
Implement, monitor and report service delivery metrics to customers
Implement personnel onboarding, training and service improvement activities
Ensure systems, methodologies and procedures are in place and followed by service teams
Lead internal and client meetings covering delivery performance, service improvements, quality and processes
Ensure service quality and performance, and factor growth and project demand into capacity plans
Work with Business Development and Client Partner teams to support growth, including Statements of Work and managed services capabilities
Define product roadmaps with SMEs and stakeholders and translate them into user stories or RFPs
Work with Recruiting to develop hiring pipelines and interview candidates
Develop and maintain retention programs and incentives for field employee satisfaction
Manage complex or large projects and IT components of major projects to time, cost, quality and benefits realization requirements
Manage problem solving and opportunity recognition for IT Infrastructure and/or Application change solutions
Deliver complex, high-profile IT projects
Implement and lead project lifecycle improvements
Identify projects at risk and take action to recover them across divisional boundaries
Resolve highly complex escalated issues and risks
Lead collaborative planning and prioritize work against team capacity and capability
Perform other duties as required

Requirements

What you’ll need

Bachelor’s degree (B.S/B.A) from four-college or university and 8+ years’ related experience and/or training; or equivalent combination of education and experience
Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers
Ability to lead a cooperative effort among members of a project team
Track record of successfully delivering a range of complex, high profile IT projects
Proven track record of implementing and leading improvements in project lifecycle
Ability to identify projects at risk and take appropriate action to recover, often working across divisional boundaries
Passion for the IT industry and how new technology can improve business outcomes
Strong technical knowledge of enterprise IT, including help desk, networking, ticket and incident management, AV/VC, and asset management
Strong analytical, organizational, communication and presentation skills
Ability to effectively manage multiple concurrent work streams
Strong business acumen and ability to provide operational, technical and financial oversight
Proven leadership skills with ability to motivate, lead, develop, direct and position people to work effectively in a team environment
Must be able to perform office-related tasks, including prolonged sitting or standing
Must be able to move from place to place within an office environment
Must be able to use a computer and communicate effectively

Benefits

Comp & perks

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