Service Delivery Manager

Key Role:

Provide troubleshooting and engineering analyses to ensure the proper operation and performance of customer products or services. Conduct engineering analysis and ensure the quality of service to the organization's customers. Apply leading-edge principles, theories, and concepts to job assignments and contribute to the advancement of industry knowledge in the area of expertise. Solve the most complex technical problems of critical importance to the organization's technical direction. Lead the development and implementation of key technologies for the organization. This position requires the ability to travel up to 80% of the time, often on short notice.

Basic Qualifications:

-6+ years of experience with cybersecurity

-Experience with leading an incident team during a customer outage or incident, including getting answers from other team members or groups

-Experience in working directly with customers in a professional and supportive manner

-Knowledge of the basic operations of a cyber fusion center

-Knowledge of networking, network appliance basics, third-party security products, and e-mail

-Knowledge of ITIL framework and incident management

-Knowledge of capturing data from monitoring tools to support management with root cause analysis

-Ability to make decisions quickly to support customer incidents based on SLAs

-Ability to travel up to 80% of the time, often on short notice

-HS diploma or GED

Additional Qualifications:

-2 years of experience with working in a security operations center (SOC)

-1 year of experience in working directly with customers and executives

-Ability to produce Microsoft PowerPoint summaries of customer outages

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