Service Delivery Manager

Your Responsibilities

• Act as the customer’ Single Point of Contact for services and support attending meetings and communicating any client’s requests to the relevant teams for their actions
• Ensure delivery across the customer’s organization and meet or exceed operational KPIs
• Match customer’s evolving service needs (based on business requirements, expansion, industry challenges, reductions, proactive vs. reactive service needs, etc.)
• Lead the services delivery team towards the customer, coordinating with the sales teams and any other internal or external organizations
• Build executive/senior relationships within customer and understand the customer’s business practices/procedures, business drivers and corporate culture
• Own customer success by supporting service & support plans
• Maintains an overview of technical escalations by participating in conference calls, facilitating actions, and producing customer facing updates
• Provide regular updates to the customer and visit on an agreed frequency
• Ensure that delivery teams meet their contractual obligations by following through with management on corrective actions
• Leverage customer relationship in supporting Sales in renewals success, ensure optimal service penetration and identify up sell opportunities
• Supports pre-sales in responses so as to meet the customers’ needs and requirements, by consolidating any insight from client’s side.

Your Qualifications

• 10+ years experience in a Cyber Security SDM, Relationship, Customer Success position
• Proven track record of successful Cyber Security Service Delivery
• Excellent English language skills both verbal and written