Manager – Service Delivery Excellence (Cyber Defense)

Sr. Manager – Service Delivery Excellence (Cyber Defense)

Job Purpose:

Sr. Manager – Service Delivery Excellence (Cyber Defense) establishes the Cyber Défense Product Service Delivery Excellence governance structure and service management framework. This role ensures quality of Cyber Défense Product services delivery and operations across the service partners, multiple vendors, and internal teams, including Best-shore delivery model. The role also ensures that the service delivery meets the Cyber Défense Product’s SLAs and SLTs as per the product designs and service descriptions.

Supervises (Job Titles):

• Product Manager,

• Project manager,

• CFC Manager,

• Technical Ops Manager

• ADPs

Reporting to:

• VP – Cyber Defense

Key Result Areas:

• Define, design & execute SLAs across cyber defense products.

• Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements

• Collaborate with product head to formulate enterprise-wide business and/or information technology product and/or service strategies.

• Work with CTO organization to qualify and quantify opportunities that will enable the business automation and orchestration amongst the business leaders and its partners, suppliers.

Job Accountability:

Financial / Sales

• Assists in planning, monitoring and/or managing budget in functional area of department/ or one project.

Strategic / Tactical

• Creates a service management process based on an understanding of the organizational strategic direction, technology context service delivery and management model and business needs

• Contribute directly to the strategy, development and quality of IT Service Management and the company’s service delivery capability.

Operational

• Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.

• Instill service orientation and ITSM awareness across the company

• Work with the cross-functional teams to develop, deliver, operationalize, document, and support solutions

People & Development

• Develop the culture of service excellence across the cyber defense product teams through awareness sessions

Technical Competencies:

• Technical "Know How" of the ITIL V3 Service Strategy and Design.

• Exposure to develop and manage SLAs

• Knowledge of developing and managing SLAs

• Knowledge of product domain, relevant technologies, and the development processes to develop an overall system view of the environment

Job Specs:

• Bachelor’s degree in Computer Science (Engineering)

• 8+ years’ experience IT.

• Experience of ITSM software applications and tools, analysis, and reporting.

Job Specific Skills

• CISSP (Certification).

• Exposure to KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.

• Established network and relationships within Cyber Security vendors