Service Delivery Manager – Managed Services (SRE / ASE)

Role Overview:

An experiencedService Delivery Manager (SDM)to lead and scale three SRE/ASE teams within a managed services and staff-augmentation model supporting a large-scale enterprise client environment.

This leader will own end-to-end service delivery — 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 Leadership

Lead 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

2. Reliability & SRE Program Leadership

2.1 Program 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

2.2 Reporting, KPIs & Executive Communication

Pull weekly, monthly, and quarterly performance reporting
Deliver Monthly Business Reviews (MBR)
Deliver Quarterly Business Reviews (QBR)
Present data-driven insights

2.3 Financial & P&L Ownership

Own 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

3. Cross-Functional & Strategic Alignment

Gather 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

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Service Delivery Manager – Managed Services (SRE / ASE)

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