Job Description

The Service Delivery Manager (SDM) is the single accountable owner of a complex, multi-workstream managed services engagement at a strategic enterprise technology client. This individual provides overall program governance, client stakeholder management, and delivery accountability across all program deliverables and team resources. The SDM serves as the primary point of escalation and executive interface between Astreya's Foundation Team and the client's operations and IT leadership. This is a senior, highly visible role that requires the ability to drive outcomes in ambiguous, fast-moving environments.

KEY RESPONSIBILITIES

• Serve as the single accountable owner for the engagement SOW on Astreya's behalf, maintaining direct engagement with senior client leadership throughout the program term.
• Conduct weekly status reviews with the client Vendor Manager covering workstream progress, milestone tracking, risk register, and active blockers.
• Chair the monthly performance review with client leadership; deliver written summaries within two business days of each meeting.
• Direct and coordinate all Foundation Team resources across workstreams; ensure cross-functional dependencies are tracked and resolved proactively.
• Own and maintain the program risk register; escalate material risks to the Astreya Client Partner and client VM within one business day of identification.
• Lead discovery sessions with client operations, IT, and HR teams required to produce all program deliverables.
• Author or review each program deliverable before submission to the client; no deliverable is submitted without SDM sign-off.
• At the 90-day milestone, present the Baselining Report and Staffing Recommendation Report to client leadership, including the right-sizing recommendation for the full managed engagement.
• Manage APAC collaboration schedules and ensure cross-regional working sessions are structured, productive, and fully documented.
• Manage the APAC collaboration schedule; ensure incumbent team working sessions are structured, productive, and documented.
• Lead onboarding activities for all supplemental resource waves activated via Change Order.

REQUIRED QUALIFICATIONS

• 8+ years of experience in managed services, IT service delivery, or supply chain BPO program management.
• Demonstrated experience as the single accountable program owner for a multi-million-dollar, multi-workstream enterprise engagement.
• Proven ability to manage senior client stakeholders at the VP and Director level.
• Strong working knowledge of ITSM, RMA lifecycle operations, or supply chain service delivery.
• Experience building and managing cross-functional teams of 5–15 professionals.
• Exceptional written and verbal communication skills; able to translate complex operational findings into executive-ready deliverables.
• Proficiency with project tracking tools and risk register management.
• Bachelor's degree in Business, Operations, Information Systems, or a related field; or equivalent professional experience.

PREFERRED QUALIFICATIONS

• Experience managing engagements involving AI/BI platform deployment or enterprise systems integration.
• Familiarity with SAP-based operational environments (SD, QM, CRM, BW).
• PMP certification or equivalent program management credential.
• Experience managing geographically distributed teams across US, APAC, and/or India/Philippines.
• Background in hardware lifecycle, warranty operations, or GPU/data center infrastructure services.

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