{"id":1911289,"url":"https://alion.io/job/astreya-service-delivery-manager-2","title":"Service Delivery, Manager","company":{"id":1707,"name":"Astreya","domain":"astreya.com","url":"https://alion.io/company/astreya","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":26,"ghost_share":0,"stale_share":0.885,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Leadership","role_family":"Leadership","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tempe, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":98040,"max":154800,"currency":"USD","period":"year","gross":null,"usd_annual":154800},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Smartsheet","optional":false},{"name":"Azure","optional":true},{"name":"ITIL","optional":true},{"name":"Jira","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"Power Automate","optional":true},{"name":"Power BI","optional":true},{"name":"PowerShell","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-05T14:46:04Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-20T13:17:47Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"Key Responsibilities\n1. Technical Service Delivery & IT Operations\nLead day-to-day IT service delivery across supported locations and ensure services meet established SLAs and client expectations.\nOversee ticket queues, incidents, service requests, escalations, response/resolution times, and backlog.\nIdentify recurring issues and drive root-cause resolution.\nEstablish and maintain standardized service delivery processes, workflows, documentation, and escalation procedures.\nMonitor operational performance and proactively address service delivery risks and gaps.\nPartner with leadership to improve the overall efficiency, quality, and scalability of IT operations.\n2. Technical Team Leadership\nLead, coach, and develop technical support and IT operations teams.\nEstablish expectations around service delivery, technical performance, productivity, documentation, and accountability.\nManage workload, staffing, resource allocation, performance goals, and employee development.\nConduct regular 1:1s, performance reviews, and team meetings.\nBuild a high-performing culture focused on accountability, collaboration, customer service, and continuous improvement.\n3. Client & Stakeholder Management\nServe as a primary point of contact for clients and business stakeholders.\nLead client meetings, service reviews, operational discussions, and escalations.\nEstablish clear expectations for service delivery, priorities, timelines, and deliverables.\nCommunicate service performance, project updates, risks, staffing needs, and recommendations.\nUnderstand client business needs and translate them into practical technical and operational solutions.\nBuild strong client relationships through proactive communication, accountability, and reliable service delivery.\n4. Endpoint & Asset Lifecycle Management\nOversee the full lifecycle of IT hardware and endpoints, including procurement, configuration, deployment, assignment, maintenance, repair, refresh, recovery, and decommissioning.\nManage laptops, desktops, mobile devices, peripherals, and other IT equipment.\nMaintain accurate asset and inventory records and establish effective inventory controls.\nOversee device staging, deployment, repair, replacement, reclamation, and refresh processes.\nIdentify opportunities to improve asset accuracy, device turnaround times, inventory visibility, and lifecycle processes.\n5. SLA, KPI & Operational Reporting\nEstablish, monitor, and report on IT service delivery KPIs and SLAs.\nTrack metrics such as ticket volume, response/resolution times, SLA compliance, backlog, device turnaround, asset accuracy, productivity, endpoint compliance, and customer satisfaction.\nAnalyze operational data to identify trends, performance gaps, staffing needs, and improvement opportunities.\nDevelop dashboards and reports for leadership and clients.\nUse data to make informed decisions and provide actionable recommendations.\n6. Technical Projects & Change Management\nLead technical and operational projects from planning through implementation.\nManage technology rollouts, hardware refreshes, endpoint deployments, system implementations, and process changes.\nDevelop project timelines, milestones, resource requirements, and success criteria.\nCoordinate technical teams, vendors, clients, and other stakeholders.\nIdentify risks and dependencies and ensure projects are delivered on time and transitioned successfully into operations.\n7. Process Improvement, Automation & Operational Excellence\nContinuously evaluate IT operations and service delivery processes for efficiency and scalability.\nIdentify opportunities to standardize processes, automate repetitive work, and improve workflows.\nDevelop SOPs, documentation, and repeatable operational practices.\nUse root-cause analysis to reduce recurring technical and operational issues.\nEvaluate and implement tools and technologies that improve service delivery, visibility, and efficiency.\n8. IT Tools & Systems\nManage and optimize ITSM, ticketing, asset management, endpoint management, and reporting platforms.\nEnsure accurate and consistent operational data across systems.\nLeverage tools such as Microsoft 365, Teams, Excel, Smartsheet, ticketing platforms, endpoint management systems, and automation tools.\nIdentify opportunities to improve workflows, integrations, reporting, and automation.\nRequired Qualifications & Skills\n5+ years of progressive experience in IT operations, technical service delivery, IT service management, technical support leadership, or a related field.\n3+ years of experience leading technical teams, including performance management, coaching, workload management, and resource allocation.\nProven experience managing technical service delivery in a fast-paced, multi-site, or enterprise environment.\nStrong experience with ITSM, SLAs, KPIs, ticket queues, escalations, and service performance metrics.\nStrong understanding of endpoint management, hardware lifecycle, asset management, inventory, and technical support operations.\nDemonstrated experience using data, reporting, and dashboards to measure performance and drive operational decisions.\nExperience leading technical projects, technology rollouts, hardware refreshes, and operational changes.\nProven ability to drive process improvement, standardization, automation, and root-cause resolution.\nStrong client-facing experience, including managing expectations, escalations, service reviews, and stakeholder relationships.\nAbility to translate business and client requirements into practical technical and operational solutions.\nExperience with IT ticketing/service management platforms and Microsoft 365, Teams, and Excel.\nStrong project management, organizational, communication, and problem-solving skills.\nStrong people leadership and employee development skills.\nAbility to manage competing priorities in a fast-paced environment.\nStrong attention to detail and ability to maintain accurate operational and asset data.\nPreferred Qualifications\nServiceNow, Jira Service Management, or similar ITSM platforms.\nMicrosoft Intune, Configuration Manager, or similar endpoint management platforms.\nMicrosoft Entra ID/Azure AD.\nAsset management and inventory platforms.\nPower BI or similar reporting/BI tools.\nPower Automate, PowerShell, or other automation technologies.\nExperience supporting multi-location IT operations.\nITIL or other IT service management certification.\nWhat Success Looks Like\nSuccess in this role means delivering reliable, measurable, and scalable IT services while continuously improving the operation.\nThe successful candidate will:\nMaintain strong SLA and service delivery performance.\nReduce ticket backlogs and recurring technical issues.\nImprove endpoint lifecycle, asset accuracy, and device turnaround.\nBuild a high-performing and accountable technical team.\nProvide leadership and clients with accurate, actionable operational data.\nSuccessfully execute technical projects and operational initiatives.\nImprove efficiency through process standardization and automation.\nStrengthen client relationships and overall service satisfaction.\nBuild scalable processes that improve consistency and support business growth.\nIdeal Candidate\nThe ideal candidate is a technical service delivery leader, not simply an IT administrator or people manager.\nThey understand how technology, people, processes, data, and client expectations work together to deliver successful IT services. They are comfortable analyzing a ticket backlog, SLA report, asset issue, project plan, or client escalation and determining what is happening, why it is happening, and how it can be improved.\nThey are technically credible enough to work directly with technical teams, operationally strong enough to manage service delivery and performance, data-driven enough to identify trends and make informed decisions, and experienced enough to lead clients, projects, and people.\nMost importantly, they take ownership of the entire service delivery operation and continuously look for ways to make it more efficient, scalable, measurable, and effective.\nSalary Range\n$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.\nFurther, 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.\nAstreyaoffers comprehensivebenefits to all Regular, Full-Time Employees, including:\nMedical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only\n\nDental provided through UHC\n\nNationwide Vision provided by UHC\n\nFlexible Spending Account for Health & Dependent Care\n\nPre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)\n\nContinuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera\n\nCorporate Wellness Program provided by Goomi Group\n\nEmployee Assistance Program\n\nWellness Days\n401k Plan\n\nBasic and Supplemental Life Insurance\n\nShort Term & Long Term Disability\n\nCritical Illness, Critical Hospital, and Voluntary Accident Insurance\n\nTuition Reimbursement (available 6 months after start date, capped)\n\nPaid Time Off (accrued and prorated, maximum of 120 hours annually)\n\nPaid Holidays\n\nAny other statutory leaves, paid time, or other ancillary benefits required under state and federal law","description_format":"text","description_chars":9934,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Life insurance","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Infrastructure & Networking Services","IT Help Desk & Service Desk"],"lifecycle":[{"event":"open","at":"2026-10-05T14:46:04Z"}],"visa":[],"liveness":{"score":43,"band":"fade","label":"Fading","p_open":1,"p_active":0.577,"p_room":0.75,"age_days":14,"expected_fill_days":19,"reasons":["conf:41","stale_co","velocity","win:late","comp:brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":{"stated_usd_annual":154800,"is_top_pay":true},"html_url":"https://alion.io/job/astreya-service-delivery-manager-2","json_url":"https://alion.io/job/astreya-service-delivery-manager-2.json","meta":{"generated_at":"2026-10-20T17:20:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19855,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1707},"rest":"https://alion.io/mcp/rest/get_company?id=1707"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fastreya-service-delivery-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fastreya-service-delivery-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fastreya-service-delivery-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/astreya-service-delivery-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fastreya-service-delivery-manager-2"}]}