Service Delivery Manager

Responsibilities:

•  Service Delivery/Operational Management: 
• Prioritize and execute Avertium resources for customer contract support and delivery. 
• Ensure customer satisfaction to meet CSAT objectives. 
• Facilitate organizational consensus on complex issues. 
• Provide strategic account support with technical and operational insights into industry trends and customer needs. 
• Utilize extensive technical and business knowledge to guide organizational strategies and direction. 
• Analyze and recommend solutions for senior management on strategic operational matters. 
• Manage resource forecasting, requirements, and staffing to meet demand. 
• Align delivery resources with business needs, optimizing staff talents. 
• Support team execution by removing barriers. 
• Foster a growth-oriented and high-performance work environment. 
• Ensure adherence to HR, legal, financial, ethics, and governance policies. 
• Enhance operational maturity within account portfolios. 
• Customer/Relationship Management: 
• Manage and grow executive customer relationships for strategic accounts. 
• Resolve complex issues with significant business impact. 
• Establish trusted advisor partnerships in service delivery management. 
• Represent Avertium in industry organizations. 
• Potential to act as Account Sponsor. 
• Escalate major account issues to Leadership with solutions. 
• Financial Management: 
• Oversees financial execution of programs within the portfolio of accounts, aiming to meet or exceed the original Plan of Record. 
• Maintains program budgets with the capability to present reliable forecasts. 
• Collaborates with senior leadership to formulate corrective plans for addressing issues that impact financial performance. 
• Shapes the strategic agenda and creates the context for successful partnerships that generate significant business. 
• Leads the development of organizational business operating plans. 
• Drives Avertium's business goals and initiatives to successful implementation within the organization. 
• Manages and coaches the team to achieve best-in-class customer experience, reduce delivery costs, and attain trusted advisor status with customers. 
• Partners across the business unit management team to achieve broader Avertium business targets. 
• Identifies, develops, and drives tactical projects to support the SDM community in achieving business goals. 

Qualifications:

• Required Skills: 
• Possesses extensive knowledge of contemporary approaches to managing Threat Detection and Exposure Management operations. 
• Experience with extended detection and response (XDR) solutions; preferably Microsoft Defender or SentinelOne. 
• Exhibits superior influence and negotiation skills, particularly in crisis and conflict management situations. 
• Demonstrates the ability to understand and analyze issues or problems to formulate and implement corrective action plans. 
• Proactively and effectively manages risk on high to very high-risk projects. 
• Capable of developing and presenting high-impact messages to executive-level management. 
• Displays superior communication skills, both verbal and written, with the capability to represent Avertium at external customer and industry events. 
• Shows strong ability to lead and coordinate teams, including both global and virtual teams. 
• Exhibits strong negotiation skills within workgroups, customers, and Avertium management. 
• Customer- and relationship-focused, process-driven, metric-focused, results-oriented, organized, self-directed. 
• Ability to multi-task and find innovative solutions to problems. 
• Preferred Skills: 
• Ability to build & manage strong customer relationship at the executive level. 
• Capable of applying business management principles, financial concepts, and contractual knowledge to analyze business needs and develop strategic recommendations. 
• Utilizes appropriate knowledge and methodologies to resolve highly complex business issues with significant organizational impact. 
• Develops and consistently implements Quality and Continuous Improvement Plans. 
• Demonstrates solid project budgeting and forecasting skills. 
• Acquires and applies industry sector knowledge (e.g., finance, manufacturing) to benefit customer initiatives. 
• BA/BS in Business Administration, Finance, Computer Science, or an equivalent combination of education and/or experience. 
• One (1) to two (2) years of experience managing professional or managed services engagements in an Information security and cybersecurity industry setting. 
• Three (3) to Five (5) years of information security or cyber security experience. 
• Advanced proficiency in analytical, organizational, project management, interpersonal and communication skills (verbal and written).
• #LI-CS1