Site Delivery Manager

Job Description About Zeta Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia 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 $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021. Learn more @ www.zeta.tech , careers.zeta.tech , Linkedin , Twitter 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) - 812 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 (e.g., Datadog, Prometheus, Grafana), incident platforms (e.g., OpsGenie/PagerDuty, Jira Service Management / ServiceNow), and change management tools - Proven leadership skills in managing cross-functional teams and engaging with senior stakeholders Equal Opportunity Zeta 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