Service Delivery Manager

$64,000 - $156,750/Yr

PayPal - Austin, TX

Full-time - Mid Level

Hybrid - Austin, TX

1,001-5,000 employees

Credit Intermediation and Related Activities

About the position

The Service Delivery Manager role at PayPal is a key position within the Technology Infrastructure organization, responsible for ensuring the operational efficiency and reliability of PayPal's global infrastructure. This role focuses on maximizing uptime, improving operational processes, and delivering exceptional customer experiences, both internally and externally. The Service Delivery Manager will oversee day-to-day operations, coordinate projects, and drive improvements to support PayPal's ambitious goals for customer satisfaction and growth.

Responsibilities

• Lead and take responsibility for various operational initiatives, from incident management to project delivery, ensuring continuity and resilience in our infrastructure.
• Coordinate and facilitate cross-functional meetings, bringing together diverse teams to align on project needs, priorities, and timelines.
• Manage multiple small-scale projects, supporting both project execution and strategic planning to optimize infrastructure operations.
• Lead problem triage for major incidents, initiating and managing early responses, and coordinating follow-up actions for swift resolution.
• Drive ongoing improvements, ensuring operational processes are streamlined and meeting performance standards.
• Develop and present reports using advanced Excel and presentation skills to update stakeholders on project progress and infrastructure health.

Requirements

• A proven track record of 5+ years in infrastructure operations, service delivery, or a similar role within a tech organization, ideally supporting large-scale, high-availability environments.
• Strong organizational and prioritization skills, with experience in managing multiple projects simultaneously.
• Proficiency in Excel and presentation tools, with the ability to deliver clear, concise updates to stakeholders and executives.
• Excellent communication and collaboration skills, with experience leading cross-functional meetings and working closely with diverse teams.
• A problem-solving mindset, capable of handling initial incident triage in high-pressure situations.
• Flexibility to adapt to changing priorities, managing multiple initiatives with an openness to dynamic project scopes.

Benefits

• Dental insurance
• Health insurance
• Life insurance
• Vision insurance
• Flexible work environment
• Employee shares options