Service Delivery Manager Job Burnaby area,BC Canada,IT/Tech

Service Delivery Manager (Contract)

We are looking for a Contract 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 ata 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…