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Astreya · 1 month ago

Global Service Delivery Manager- Service Desk

Seattle, WA

Full-time

Hybrid

Senior Level

$120K/yr - $170K/yr

Astreya is a company that specializes in service delivery management, and they are seeking a Senior Service Delivery Manager to oversee various service areas including Smart ServiceDesk and Cloud IT. The role involves managing client relationships, ensuring SLAs are met, and leading innovation in service delivery to enhance client satisfaction and operational efficiency.

ConsultingInformation TechnologyRecruiting

H1B Sponsor Likely

Hiring Manager

Rob Gapp

Responsibilities

Ability to influence executive stakeholders, shape service strategy, develop teams, and lead leaders

Contribute to strategic decisions while maintaining alignment with delivery, practice, and sales leadership through regular updates on key actions and outcomes

Cultivate a high-performance culture, empowering teams to manage the end-to-end delivery of customer engagements, from simple to complex

Manage client, leadership, and team expectations with a focus on alignment and driving successful outcomes

Create a culture that respects and values the total person to ensure the development of high-performing teams

Lead awareness sessions on organizational, unit, and customer policies and procedures, ensuring full understanding and compliance across the team

Act as a trusted liaison with senior client stakeholders, fostering strong relationships and collaboration at all levels

Manage global and/or regional organizational and unit-level initiatives, including recruitment, knowledge sharing, and the definition of new services

Contribute to internal and external audits, championing ESAT and CSAT efforts to drive continuous improvement

Collaborate on strategic company initiatives to ensure effective representation of the organization's services

Adapt to varying time zones, with frequent early or late meetings required for internal teams and client engagements

Ability to drive client satisfaction, retention, and long-term partnerships

Deliver committed services and SLAs to clients, ensuring project scope, IT infrastructure specifications, and business needs are aligned, including contingency planning, business continuity, resource allocation, and succession planning

Manage projects by overseeing and optimizing costs, timelines, risks, and resources, using tools and data-driven insights for improved decision-making and outcomes

Generate revenue by expanding and communicating services offered to clients

Identify and address CSAT and ESAT action items, providing proactive solutions to reduce TCO and enhance service performance

Conduct regular reviews with customers, management, and teams, tracking action items and ensuring logical closure, especially for escalations

Provide periodic reporting to customers on service performance and to management on project status, maintaining relevant documentation (e.g., MSA, Scope, SLAs, etc.)

Oversee resource management, including rotation schedules, and communicate incidents, scope creep, and escalations promptly

Manage program opportunities and expectations by understanding client requirements, defining solutions, and drafting proposals while maintaining strong vendor relationships

Strong knowledge of emerging technologies (AI, cloud, automation)

Contribute to the adoption of emerging technologies, Newgen solutions, and organizational IPs to elevate customer experience and service performance, working closely with Practice teams to align client programs with innovative technologies

Seek out opportunities to grow accounts by effectively identifying issues for clients; offer solutions that transform delivery services

Engage with transformation initiatives, drive digital strategy, and engage with executive-level stakeholders to shape and execute the vision for a key portfolio of clients

Contribute to the definition, measurement, analyzing, improving, and controlling of operations and service management processes to continuously enhance efficiency and sustained service excellence. Be curious about operational metrics for both people and programs; identify trends early and address them proactively

Pivot quickly to manage multiple client requests with changing priorities

Experience managing P&L, revenue growth, and cost efficiencies

Partner with leadership to accurately forecast operational budgets, including resource allocation. Contribute to the delivery of an established revenue growth goal while capturing defined cost efficiencies within the book of business

Drive business growth by optimizing service delivery profitability, managing multi-million-dollar P&L, and ensuring sustainable revenue expansion

Qualification

Service Delivery ManagementFinancial AcumenEmerging TechnologiesProject ManagementClient Relationship ManagementData AnalysisLeadershipCommunication SkillsProblem SolvingTeam Management

Required

Strong understanding of service management and emerging technologies

Ability to influence executive stakeholders, shape service strategy, develop teams, and lead leaders

Ability to drive client satisfaction, retention, and long-term partnerships

Strong knowledge of emerging technologies (AI, cloud, automation)

Experience managing P&L, revenue growth, and cost efficiencies

Ability to manage multiple clients simultaneously

Ability to oversee and optimize costs, timelines, risks, and resources

Ability to generate revenue by expanding and communicating services offered to clients

Ability to conduct regular reviews with customers, management, and teams

Ability to manage program opportunities and expectations by understanding client requirements

Ability to adapt to varying time zones, with frequent early or late meetings required

Ability to pivot quickly to manage multiple client requests with changing priorities

Benefits

Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only

Dental provided through Cigna (DPPO & DHMO options)

Nationwide Vision provided through VSP

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

Employee Assistance Program

Wellness Days

401k Plan

Basic Life, Accidental Life, 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 fringe benefits required under state and federal law

Company

Astreya

Glassdoor3.4

Astreya is an information technology (IT) services company, provides IT talent outsourcing and infrastructure services to enterprises.

Founded in 2001

Santa Clara, California, USA

1001-5000 employees

http://astreya.com

H1B Sponsorship

Astreya has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (13)

2024 (12)

2023 (7)

2022 (8)

2020 (3)