Site Delivery Manager

About ZetaZeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by and Ramki Gaddipati in 2015.Our flagship processing platform - Zeta Tachyon - is the industry’s first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 20M+ cards have been issued on our platform globally.Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios.Zeta has over 1700+ employees - with over 70% roles in R&D - across locations in the US , EMEA , and Asia . We raised $280 million at a billion valuation from Softbank, Mastercard, and other investors in 2021.Learn more @ , , , The Site Delivery Manager is responsible for end-to-end service delivery and operational excellence for a specific site. This role ensures the stability, performance, and continuous improvement of IT services, while managing key performance indicators (KPIs), incident and change management, cost governance, and customer satisfaction. The individual will serve as the primary liaison between business stakeholders, SRE/infra teams, and other technology units to drive operational maturity and service reliability. Responsibilities: Service Delivery & Operations Management   Own and manage site-level SLAs for incidents, problems, and changes  Ensure adherence to MTTA (Mean Time to Acknowledge) and MTTR (Mean Time to Resolve) metrics for Alerts & Incidents Oversee incident lifecycle and ensure timely Root Cause Analysis (RCA)  Track problem ticket aging and drive problem resolution  Manage service delivery reviews, post-incident reviews, and escalations  Change Management   Lead the Change Advisory Board (CAB) process at the site level  Review and approve changes; ensure minimal service disruption during deployments  Validate and document post-deployment summaries and outcomes  Monitoring & Governance   Oversee handover of SaaS product monitoring responsibilities to Zeta command center (ZCC)  Monitor alerts, dashboards, and performance trends to proactively prevent incidents  Maintain high security posture by coordinating with InfoSec and Compliance teams  Customer and Stakeholder Engagement   Act as the primary point of contact for internal and external stakeholders at the site  Own customer-facing RCA communication and service quality improvements  Facilitate cross-functional collaboration across product, SRE, infrastructure, and customer teams  Cost & Resource Management   Own and manage the site’s technology budget; ensure cost adherence  Conduct monthly/quarterly cost anomaly analysis and optimizations  Work with platform and finance team for infrastructure/resource planning  People & Process   Drive process improvements and operational maturity  Foster a culture of accountability, resilience, and continuous improvement  Skills: Strong operational and delivery management  Excellent communication, stakeholder, and conflict-resolution skills  Data-driven decision-making and analytical thinking  Budgeting, cost analysis, and resource planning  Familiarity with cloud platforms (AWS) Experience & Qualifications: Bachelor's degree in computer science, Engineering, or a related field (master's preferred)  8–12 years of experience in IT Service Management, SRE, or infrastructure operations  Strong understanding of ITIL framework, site reliability principles, and cloud operations  Experience with monitoring tools Datadog, Prometheus, Grafana), incident platforms OpsGenie/PagerDuty, Jira Service Management / ServiceNow), and change management tools  Proven leadership skills in managing cross-functional teams and engaging with senior stakeholders  Equal OpportunityZeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success