Astreya · 4 months ago
Sr. Service Delivery Manager
Seattle, WA
Full-time
Onsite
Senior Level, Lead/Staff
$108K/yr - $180K/yr
8+ years expAstreya is a company that provides IT support and service management solutions, and they are seeking a Sr. Service Delivery Manager to lead their Global Support Operations. This role involves ensuring operational excellence and driving transformational initiatives to enhance service delivery through innovative technologies and strong stakeholder engagement.
ConsultingInformation TechnologyRecruiting
Responsibilities
Lead the evolution of the service desk toward an intelligence-driven model that uses data insights, automation, and AI to proactively address issues and predict user needs
Drive innovation in partnership with Astreya’s Service Desk practice and client stakeholders, aligning initiatives with the client’s vision for high-quality, human-centered support
Champion adoption of emerging technologies, including ServiceNow, CCaaS platforms, and Astreya-developed automation and analytics tools, to enhance user experiences and streamline operations
Ensure successful execution of all in-scope user-facing IT support activities across on-site, regional, and remote managed services contexts
Manage daily service operations using advanced analytics to assess service health, identify trends, and anticipate challenges before they escalate
Foster a culture of continual service improvement where data, AI-driven insights, and employee input inform process evolution
Maintain accountability for service health through routine reviews of KPIs, SLAs, OLAs, and customer satisfaction measures
Collaborate closely with service owners and client leaders to ensure services deliver measurable value and align with business outcomes
Regularly communicate performance, improvement opportunities, and innovation roadmaps to stakeholders at all levels
Draft and deliver clear, professional communications around goals, process changes, initiatives, and transformational updates
Build high-performing, globally distributed support teams through effective sourcing, onboarding, training, and talent development
Encourage a team culture of collaboration, trust, and innovation where employees contribute ideas to advance proactive support and automation
Manage employee performance, drive accountability, and mentor staff to embrace new tools and approaches that improve service quality
Lead the design and implementation of automation and self-service strategies that reduce friction and empower users
Leverage predictive analytics, AI, and real-time monitoring to shift from reactive support toward proactive and preventive interventions
Continuously refine processes, workflows, and knowledge management systems to increase efficiency and elevate the digital employee experience
Qualification
Required
Bachelor's degree or equivalent professional experience
Strong background in metrics-driven operations, reporting, and continuous improvement
Solid business operations and financial acumen with the ability to balance innovation and profitability
2+ years of direct people management experience (6+ direct reports, hiring, coaching, performance management)
8+ years of total IT experience with proven expertise in IT service operations
Demonstrated ability to lead transformational initiatives and align them to client business goals
Experience with enterprise IT operations and technologies, including M365 administration and support
Strong familiarity with ServiceNow, CCaaS platforms, and data/AI-enabled service models
Proven customer relationship management skills and experience in driving programs that elevate customer experience
Exceptional oral and written communication skills with the ability to engage at executive, business, and technical levels
Customer-service orientation with a track record of problem-solving and continuous improvement
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
Astreya is an information technology (IT) services company, provides IT talent outsourcing and infrastructure services to enterprises.
1001-5000 employees
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)
Funding
Current Stage
Late StageLeadership Team
Romil Bahl
Chief Executive Officer
Edward Betancourt
Chief Technology Officer
Recent News
2025-04-24
2025-03-20
Company data provided by crunchbase