Skip to main content

Senior Service Delivery Manager

Job Description

Role: Service Delivery Manager, Supply Chain & Logistics

POSITION OVERVIEW

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 t
  • erm.Conduct weekly status reviews with the client Vendor Manager covering workstream progress, milestone tracking, risk register, and active block
  • ers.Chair the monthly performance review with client leadership; deliver written summaries within two business days of each meet
  • ing.Direct and coordinate all Foundation Team resources across workstreams; ensure cross-functional dependencies are tracked and resolved proactiv
  • ely.Own and maintain the program risk register; escalate material risks to the Astreya Client Partner and client VM within one business day of identificat
  • ion.Lead discovery sessions with client operations, IT, and HR teams required to produce all program deliverab
  • les.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 engagem
  • ent.Manage APAC collaboration schedules and ensure cross-regional working sessions are structured, productive, and fully documen
  • ted.Manage the APAC collaboration schedule; ensure incumbent team working sessions are structured, productive, and documen
  • ted.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 manag
    • ement.Demonstrated experience as the single accountable program owner for a multi-million-dollar, multi-workstream enterprise engag
    • ement.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 del
    • ivery.Experience building and managing cross-functional teams of 5–15 professi
    • onals.Exceptional written and verbal communication skills; able to translate complex operational findings into executive-ready deliver
    • ables.Proficiency with project tracking tools and risk register manag
    • ement.Bachelor's degree in Business, Operations, Information Systems, or a related field; or equivalent professional experience.

    QUALIFICATIONS

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