Job Description

Service Delivery Manager

Location: Candidates must be able to work onsite in client offices of Columbia, SC by day one. Must be willing to relocate or local preferred.

Number of Position: 1

Must have bachelor's degree in Bus Info Technology or related field (Masters degree is preferred).

As a Service Delivery Manager, you will manage a diverse team of analysts and engineers who manage, maintain and operate cyber infrastructure and tools as well as provide 24/7 monitoring, alerting and incident response. This role manages service teams, maintains client satisfaction, oversees service quality, and drives continuous improvement initiatives. You will work closely with Client's Security Operations Center (SOC) Delivery pool and the Network Security and Information Security tower leads as the escalation point for all operational and service-related tickets and projects, as well as service level agreements (SLAs)

Required:

• Bachelor's degree in Business, Information Technology, or a related field (Master's degree preferred).
• Work fulltime onsite at client offices in Columbia SC
• 5+ years of experience in service delivery, operations management, or a related field.
• Extensive experience and a strategic understanding of security technologies such as: Security information and event management (SIEM), IDS/IPS, Web Application Firewall (WAF), Endpoint detection and response (EDR), Sandboxing, network- and host- based firewalls, Threat Intelligence, Penetration Testing, etc.
• Understanding of possible attack activities such as network probing/ scanning, DDOS, malicious code activity, etc.
• Strong leadership and people management skills.
• Excellent communication, negotiation, and interpersonal abilities.
• Proven experience managing client relationships and delivering high-quality services.
• Analytical skills with experience in performance metrics and reporting.
• Familiarity with ITIL or other service management frameworks is an advantage.

Preferred Qualifications:

• Client-focused mindset and strong problem-solving abilities.
• Ability to manage multiple priorities and work effectively under pressure.
• Proficiency in service management tools and platforms.
• Strong organizational and project management skills.
• Understanding of common network infrastructure devices such as routers and switches.
• Understanding of basic networking protocols such as TCP/IP, DNS,
• Detailed knowledge in system security architecture and security solutions.

Responsibilities:

• Oversee the end-to-end delivery of services to assigned clients or business units.
• Serve as the main point of contact for client escalations and service-related inquiries.
• Monitor and report on service performance, ensuring adherence to SLAs and KPIs.
• Lead, mentor, and develop service delivery teams to achieve operational excellence.
• Collaborate with cross-functional teams (IT, operations, project management, etc.) to resolve issues and optimize service delivery.
• Identify areas for process improvement and implement best practices to enhance service efficiency and quality.
• Implement risk management programs for our federal clients by utilizing NIST, RMF, and FISMA compliance frameworks.
• Enhance cyber awareness with clients and project teams.
• Implement cutting edge security tools for our clients.
• Prepare and present regular service performance reports to clients and senior management.
• Ensure compliance with organizational policies, standards, and relevant regulations.
• Manage client expectations and foster strong, long-term relationships.
• Support the onboarding of new clients and services, ensuring a smooth transition and setup.

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