Sr. Service Delivery Manager

The Global Support Operations Manager provides delivery leadership and service operations management to client-dedicated IT support teams and is a cornerstone of Astreya’s evolving Service Desk program. This role is responsible not only for ensuring operational excellence but also for leading transformational initiatives that mature the program into an intelligence-driven, customer-focused operation. By leveraging Service Now, CCaaS platforms, and Astreya-developed tools, the Operations Manager will drive a shift toward more proactive, predictive, and AI-integrated support, enhancing both the quality and velocity of service.

As a client-facing leader, this role requires building and maintaining strong relationships with client stakeholders while fostering deep collaboration with Astreya’s Service Desk practice and adjacent programs. Success depends on the ability to motivate diverse teams, champion innovation, and align service delivery with the client’s vision for the digital employee experience.# #
** Duties and Responsibilities
****** Transformational Leadership
***** 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 Service Now, CCaaS platforms, and Astreya-developed automation and analytics tools, to enhance user experiences and streamline operations.
**** Service 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.
**** Stakeholder Engagement and Communication
***** 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.
**** People and Team Development
***** 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.
**** Service Innovation
***** 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.#
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* Qualifications:

*** 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…