Service Delivery Manager

What we're looking for:

To support our continued success and deliver a Fanatical ExperienceTM to our customers, Rackspace Cyber Defence is looking for an India-based Security Delivery Manager.

This role is particularly well-suited to a self-starting, experienced and motivated Security Delivery Manager, who is commercially aware, service-oriented and has a proven record of accomplishment in service delivery management, service management and/or customer success.

The Security Delivery Manager will be the face of Rackspace's security services, delivering excellent customer service for our customers. Core delivery areas will include service delivery management, operational governance, contractual management, and financial performance.

Key Accountabilities:

• Service Delivery Management
• Oversight of customer onboarding and service transition.
• Own the customer relationship and act as the customer's key contact for your assigned customers.
• Act as a service escalation point for internal and external teams (e.g. during major incidents.)
• Prepare and deliver Monthly Security Service Reviews (MSSRs)
• Serve as the operational interlock between customers and Rackspace delivery team(s).
• Collaborate with wider account team(s) to deliver strategic initiatives.
• Provide on-call services to customers (if applicable)
• Proactively engage customers and identify opportunities for continual service improvement (CSI)
• Build strong relationships with assigned customers and understand their business challenges.
• Identify and drive opportunities to grow assigned accounts, in collaboration with the wider account team(s)
• Solicit customer feedback, testimonials, case studies and references to support both Customer Success and continuous improvement initiatives.
• Willing to work in flexible working hours.
• Operational Governance
• Regular engagement with internal service providers
• Managing the performance of internal teams
• Driving customer outcomes through service delivery teams
• Assist in the development of policies and standards with specific regard to service design, service transition, service management and continuous service improvement.
• Maintain service documentation to ensure business visibility of service processes.
• Contractual Management
• Be the subject matter experts for your customers' security contracts.
• Ensuring new requirements are captured and contractually incorporated.
• Ensure the required teams are engaged for key contractual milestones e.g renewals.
• Financial Performance
• Monitor and manage the financial performance for your assigned customers contracts.
• Forecast financial performance throughout the life of the service.
• Highlight key commercial levers that may affect financial performance to key internal stakeholders.
• Where possible, identify and deliver financial performance enhancing measures.

Skills & Experience:

• Should have 5+ years' experience in service delivery management, service management and/or customer success; ideally within a managed security services (MSSP) environment.
• Experience in monitoring and improving service performance.
• Managing key stakeholders both internal and external, understanding expected outcomes
• Experience of working with public cloud environments such as Azure, AWS and Google Cloud Platform.
• Experience of common service management standards such as ITIL or ISO 20000; as well as service transition.
• Knowledge of common project management practices such as Prince II, Agile and SCRUM; ideally in a DevOps-centric environment.
• Knowledge of security standards (good practice) such as NIST, ISO27001, CIS (Center for Internet Security), OWASP and Cloud Controls Matrix (CCM) etc
• Ideally, you will have experience delivering managed security services such as Attack Surface Management, Managed Detection & Response, Managed Extended Detection & Response and/or Defensive Security Services.
• A highly self-motivated and proactive individual who wants to learn and grow and has an attention to detail.
• Highly organised and detail oriented. Ability to prioritise, multitask and work under pressure.
• An individual who shows a willingness to go above and beyond in delighting the customer.
• A good communicator who can explain security concepts to both technical and non-technical audiences.