Site Delivery Manager / Site Lead

6 Months ago • 8-12 Years

Job Summary

Job Description

Zeta is a Next-Gen Banking Tech company focused on empowering banks and fintechs with future-ready banking products. Founded in 2015, its platform, Zeta Tachyon, is a cloud-native, API-enabled stack for issuance, processing, lending, and core banking. With over 1700 employees globally, Zeta has issued 20M+ cards and works with major banks and fintechs. The Site Delivery Manager is responsible for end-to-end service delivery and operational excellence at a specific site, ensuring stability, performance, and continuous improvement. This includes managing SLAs, incident and change management, cost governance, and customer satisfaction, acting as a key liaison between business stakeholders and technology teams.

Must have:

Own and manage site-level SLAs for incidents, problems, and changes.
Ensure adherence to MTTA and MTTR metrics for Alerts & Incidents.
Oversee incident lifecycle and ensure timely Root Cause Analysis (RCA).
Lead the Change Advisory Board (CAB) process at the site level.
Act as the primary point of contact for internal and external stakeholders.
Own and manage the site’s technology budget; ensure cost adherence.
Strong operational and delivery management skills.
Excellent communication, stakeholder, and conflict-resolution skills.
Data-driven decision-making and analytical thinking.
Familiarity with cloud platforms (AWS).

Good to have:

Oversee handover of SaaS product monitoring responsibilities.
Monitor alerts, dashboards, and performance trends proactively.
Maintain high security posture by coordinating with InfoSec and Compliance teams.
Own customer-facing RCA communication and service quality improvements.
Conduct monthly/quarterly cost anomaly analysis and optimizations.
Drive process improvements and operational maturity.
Foster a culture of accountability, resilience, and continuous improvement.
Budgeting, cost analysis, and resource planning.
Experience with monitoring tools (Datadog, Prometheus, Grafana).
Experience with incident platforms (OpsGenie/PagerDuty, Jira Service Management / ServiceNow).
Experience with change management tools.

13 skills required

13 skills required for this role

Add these skills to join the top 1% applicants for this job

saas-business-models

team-management

cross-functional

communication

forecasting-budgeting

budget-management

cross-functional-collaboration

resource-planning

aws

prometheus

grafana

mean

jira

Job Details

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

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