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 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.
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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 ManagementOwn and manage site-level SLAs for incidents, problems, and changesEnsure 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 resolutionManage service delivery reviews, post-incident reviews, and escalationsChange ManagementLead the Change Advisory Board (CAB) process at the site levelReview and approve changes ensure minimal service disruption during deploymentsValidate and document post-deployment summaries and outcomesMonitoring & GovernanceOversee handover of SaaS product monitoring responsibilities to Zeta command center (ZCC)Monitor alerts, dashboards, and performance trends to proactively prevent incidentsMaintain high security posture by coordinating with InfoSec and Compliance teamsCustomer and Stakeholder EngagementAct as the primary point of contact for internal and external stakeholders at the siteOwn customer-facing RCA communication and service quality improvementsFacilitate cross-functional collaboration across product, SRE, infrastructure, and customer teamsCost & Resource ManagementOwn and manage the site's technology budget ensure cost adherenceConduct monthly/quarterly cost anomaly analysis and optimizationsWork with platform and finance team for infrastructure/resource planningPeople & ProcessDrive process improvements and operational maturityFoster a culture of accountability, resilience, and continuous improvementSkills:
Strong operational and delivery managementExcellent communication, stakeholder, and conflict-resolution skillsData-driven decision-making and analytical thinkingBudgeting, cost analysis, and resource planningFamiliarity 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 operationsStrong understanding of ITIL framework, site reliability principles, and cloud operationsExperience with monitoring tools (e.g., Datadog, Prometheus, Grafana), incident platforms (e.g., OpsGenie/PagerDuty, Jira Service Management / ServiceNow), and change management toolsProven leadership skills in managing cross-functional teams and engaging with senior stakeholders
