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Job Description & How to Apply Below
We are looking for a Contact Service Delivery Manager (SDM) to join the Security Operations as-a-Service (SOCaaS) team. We are a dynamic, inspired, and energetic team looking for a like‑minded individual to join us on our journey. Reporting to the Team Lead, Service Delivery, this role requires the following:
Build trust and relationships with customers through successful SOCaaS delivery
Customer management ownership, including issue escalation and resolution
Keeping all SOCaaS Management stakeholders informed of customer status
Identify and lead the development and improvement of Service Delivery processes
Ownership of all SDM process deliverables
Responsibilities
Coordinate directly with Pre‑Sales teams with SOCaaS Proof‑of‑Concepts and Paid Customers onboarding.
Support SOCaaS service delivery to customers in different stages of requirement gathering, onboarding, delivery, and customer service maintenance.
Conduct regular service review meetings with customers to further improve their experience with SOC services.
Full end-to-end ownership of all customer Service Requests to completion, including escalation to SOCaaS Engineering and Operations teams.
Communicate with Fortinet internal stakeholders on project performance and project issues
Contribute to the documentation of new and existing processes to deliver better customer experience
Participate in internal meetings and provide project progress and customer status summaries
Communicate customer concerns, questions, and conflicts to management and service delivery and supporting SOCaaS teams.
Collect customer feedback and work with Product owners on technology and service improvement opportunities to enhance SOCaaS features and benefits.
Generate status reports and schedule or attend meetings to disseminate appropriate information to stakeholders.
Required Skills & Experiences
3+ years of experience in a customer facing service delivery and management leadership role within professional services or consulting organization
Project Management expertise specifically demonstrated success managing multiple customers on a long‑term basis.
Daily, weekly, monthly status reporting
Demonstrated experience delivering project deliverables on‑time through an iterative continuous improvement process.
Demonstrated understanding of Information Security and Data Protection requirements
Strong understanding of network concepts, protocols, services and technologies
Strong understanding of layered security at data, OS and network levels
Familiar with SOC use case development and daily monitoring and operations
Familiar with Cyber Kill Chain (Lougheed‑Martin, MITRE)
Familiar with Incident Response playbooks, processes, and procedures
Familiar with Network and Security technologies such as Firewalls, SIEM, SOAR.
Experience with Fortinet products is preferred.
Experienced with log data analysis, visualization, and management tools
Familiar with Security Risk Assessment and Management
Familiar with ITIL framework and have experience with ITSM platforms
Familiar with security compliance standards and frameworks such as ISO
27K and NIST Cybersecurity Framework
Required Soft Skills
Superior Professional skills, Interpersonal skills, active listening, client facing experience
Excellent written and verbal communication, time management and organizational skills
Ability to work as a team player, with strong interpersonal and communication skills
Adept in planning, working in a fast‑paced dynamic environment, and multi‑tasking skills
Strong Project Management skills
Superior problem‑solving, analytic, and decision‑making skills
Self‑directed, takes initiatives and have leadership skills
Understands the importance of discipline, consistency, and communication
Educational & Certification Requirements
Bachelor’s Degree in Information Technology, Information Security/Assurance, Engineering, or similar area of study.
At least 3+ years related experience and/or training; or equivalent combination of education and experience preferred.
Certifications such as Fortinet Network Security Expert (NSE) Training, Certified Information Systems Security Professional (CISSP), ITIL 4…
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