Service Delivery Manager

Role Overview

We are seeking an experienced Service Delivery Manager (SDM) to lead and scale three SRE/ASE teams within a managed services and staffing model supporting a large-scale enterprise client environment.

This leader will own end-to-end service delivery from the supplier side — including hiring, onboarding, operational performance, financial management, reporting, reliability programs, and executive stakeholder engagement.

The ideal candidate blends:

Technical depth (Python, Kubernetes, distributed systems)

SRE operational maturity

Managed services governance

Financial & KPI rigor

Executive-level client engagement

Program leadership for reliability initiatives

This role partners closely with client-side FTE engineering leadership responsible for operating services at client availability, scalability, and operational excellence.

Key Responsibilities

• Managed Service Ownership & Team LeadershipLead multiple SRE / ASE teams (15-30 individual contributors) supporting production and staging environments
• Drive hiring timelines, interviewing, selection, and onboarding
• Establish performance standards and delivery expectations
• Manage day-to-day throughput and operational excellence
• Develop succession planning and performance management processes
• Ensure strong engagement, retention, and team health
• Establish strong partnership with client resulting in positive CSAT and NPS reporting
• Oversee project mapping at varying maturity models

Reliability & SRE Program Leadership

Programs manage key SRE-driven initiatives focused on:

• High availability systems
• Scalability optimization
• Operational efficiency
• Develop and or improve clear runbooks and escalation models
• Drive automated alerting and monitoring maturity
• Improve observability, monitoring, and error budget governance
• Define and track KPIs
• Measure SLA and sprint adherence
• Reporting, KPIs & Executive CommunicationPull weekly, monthly, and quarterly performance reporting
• Deliver Monthly Business Reviews (MBR)
• Deliver Quarterly Business Reviews (QBR)
• Present data-driven insights
• Financial & P&L OwnershipOwn portfolio-level P&L
• Manage budgets and cost controls
• Forecast hiring and capacity needs aligned to demand
• Drive margin discipline within managed services model
• Ensure revenue and utilization alignment
• Support budget and contract renewals

• Cross-Functional & Strategic AlignmentGather cross-group and cross-functional data
• Partner with client engineering managers
• Share best practices across programs
• Identify efficiency gains and scalability opportunities
• Support business continuity and predictable service delivery models

Required Qualifications

Managed Services Experience

Prior experience leading managed service programs

Experience overseeing staffing, hiring, onboarding at scale

Strong KPI governance and reporting experience

Experience owning or influencing P&L

Technical Experience

Strong working knowledge of:

Python

Kubernetes

Ticketing systems (JIRA / ServiceNow or similar)

CI/CD pipelines

Experience with distributed systems

Familiarity with SRE principles:

Monitoring & alerting

Incident management

On-call optimization

Leadership

5+ years leading technical teams

Experience managing SRE, DevOps, or Production Engineering teams

Strong executive presence

Ability to go deep technically while operating at business altitude