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Astreya

Service Delivery Manager

Astreya

. Manage the Field Services, Network Operations Center, Network Deployment, and Lab Manager/Automations teams within Eng Labs .

Posted 10/13/2026full-timeFremont • California • United StatesMid-LevelSenior💰 $98,040 - $154,800 per yearWebsite

Core Competencies

Role fit
Core Competencies

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

Demonstrates expertise in managing teams within IT service delivery, focusing on ITIL-aligned practices, incident management, and operational metrics. Proven ability to build client relationships, drive process improvements, and lead performance management in a technical environment.

Highest-signal resume keywords
ITIL MethodologiesPeople LeadershipClient-Facing CommunicationNetwork Infrastructure UnderstandingManaged Services Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Incident ManagementData ManagementPerformance Data AnalysisProcess ImprovementMACD ProcessesNetwork Asset ManagementOperational MetricsSLA/KPI ManagementRoot Cause AnalysisDashboard Reporting
Soft Skills
Team LeadershipCoachingCommunicationRelationship BuildingProblem Solving
Tools & Technologies
ITSM ToolsTicketing PlatformsReporting DashboardsIPAM SystemsNetwork Equipment Provisioning
Certifications & Qualifications
ITIL Foundation Certification
Industry Keywords
Managed ServicesField ServicesNetwork Operations CenterLab ManagementOperational Data

Tech Stack

Tools & technologies
ITSM

About the role

Key responsibilities & impact
  • Manage the Field Services, Network Operations Center, Network Deployment, and Lab Manager/Automations teams within Eng Labs
  • Ensure teams deliver against goals and work effectively across functions
  • Build and maintain relationships with client stakeholders while managing contracted scope and available resources
  • Escalate and proactively manage risks before they become client-facing problems
  • Apply ITIL-aligned practices across the service lifecycle
  • Drive timely service restoration and clear communication during incidents
  • Identify root causes and drive corrective/preventive actions to reduce recurrence
  • Maintain current runbooks, SOPs, lessons learned, operational data, and asset data
  • Own or support service metrics including SLAs/KPIs, ticket trends, cycle times, and quality indicators
  • Translate desired outcomes into scalable processes or workflows that improve operational metrics
  • Use dashboards and operational data to identify trends, staffing or coverage gaps, and process breakdowns
  • Partner with tooling/platform owners to maintain clean, complete, and usable operational data
  • Provide day-to-day leadership, coaching, and performance feedback to technicians/engineers
  • Support scheduling, coverage planning, and workload balancing across shifts or sites
  • Onboard team members and reinforce consistent process adherence

Requirements

What you’ll need
  • 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
  • Foundational understanding of network infrastructure (routers, switches, access points) in lab or data center environments
  • 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

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
  • Performance-based bonuses, benefits-related payments, or other general incentives may apply but are not guaranteed