Service Delivery Director

Astreya

. Establish and satisfactorily manage client and employee expectations .

Posted 10/28/2026full-timeRemote • Oregon • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and project management capabilities, with a proven track record in delivering complex IT projects and implementing service improvements. Possesses excellent communication and analytical skills to effectively manage client relationships and operational oversight.

Highest-signal resume keywords

Project ManagementLeadership SkillsClient Relationship ManagementIT Infrastructure KnowledgeAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project Lifecycle ImprovementTicket ManagementIncident ManagementAsset ManagementNetworkingHelp Desk SupportService Delivery MetricsCapacity PlanningOnboarding ProcessesRetention Programs

Soft Skills

Communication SkillsOrganizational SkillsPresentation SkillsTeam LeadershipMultitasking

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

Business DevelopmentService QualityOperational OversightGrowth StrategyClient Partner

About the role

Key responsibilities & impact

Establish and satisfactorily manage client and employee expectations
Lead, multitask, prioritize, communicate, and direct diverse teams
Interview, hire, and manage personnel performing day-to-day tasks
Ensure work is performed as expected and maintain regular client communication on progress
Manage and evolve existing services across multiple disciplines
Assist sales teams with growth strategy
Direct and control a broad functional area through department managers
Establish strategic plans and objectives with senior managers
Provide leadership to diverse operations
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
Lead internal and client meetings on delivery performance, service improvements, quality, and processes
Own service quality and performance; factor growth and project demand into capacity plans
Support Business Development and Client Partner teams with growth, Statements of Work, and managed services capabilities
Define product roadmaps with SMEs and stakeholders and translate them into user stories or RFPs
Develop recruiting 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
Resolve complex issues and identify opportunities in IT infrastructure and application change environments
Own resolution of 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 10+ years’ related experience and/or training; or equivalent combination of education and experience
Experience building and strengthening relationships with executives and/or major customers
Track record of successfully delivering 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 across divisional boundaries
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 manage multiple concurrent work streams
Strong business acumen and ability to provide operational, technical, and financial oversight
Proven leadership skills and ability to motivate, lead, develop, direct, and position people effectively in a team environment
Ability to perform office-related tasks, including prolonged sitting or standing
Ability to move from place to place within an office environment
Ability to use a computer
Ability to communicate effectively
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers