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

Additional Information

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

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