Site Delivery Manager / Site Lead

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) 

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 (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