Service Delivery Manager

Service Delivery Manager - Apple Information Security

Seattle, Washington, United States Corporate Functions

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. We’re a diverse collection of problem solvers and doers, continually reimagining our products, systems, and practices to help people do what they love in new ways.

This is a deeply reciprocal place, where everything we build is the result of people in different roles and teams working together to make each other’s ideas stronger. That same real passion for innovation that goes into our products also applies to our practices, strengthening our dedication to leave the world better than we found it!

We are seeking a strategic and results-oriented leader in Service Delivery to drive and advance our security service portfolio, ensuring consistent delivery excellence, operational efficiency, and customer satisfaction. This role will drive the evolution, optimization, and continuous improvement of our security service offerings, aligning capabilities with business objectives and emerging security needs. The ideal candidate will possess a strong blend of technical or security expertise, leadership skills, and a customer‑centric approach.

The Service Delivery Manager will be responsible for influencing and driving transformational change to across the organization. This is an opportunity to play a key role in shaping the future of our service offerings. You must be passionate about service excellence and continuous improvement.

• Service Catalog Management:
  Develop and maintain a comprehensive service catalog that clearly defines and describes all available services, ensuring alignment with business objectives, customer and security needs.
• Service Standards Design:
  Establish and implement service standards that ensure consistent quality and performance across all service offerings.
• Maturity Assessments & Roadmaps:
  Conduct maturity assessments to evaluate current service capabilities and develop strategic roadmaps for continuous improvement.
• Performance Metrics Establishment:
  Work across teams to monitor key performance indicators (KPIs) to assess service effectiveness, efficiency, and customer satisfaction.
• Feedback Loops Implementation:
  Create and manage feedback mechanisms to gather insights from customers, programs, and solutions, using this data to inform service enhancements.
• Continuous Service Improvement:
  Lead initiatives aimed at refining service delivery processes, incorporating best practices, and fostering a culture of continuous improvement.

• Demonstrated ability to manage, lead, and inspire teams while driving transformational organizational change
• Expertise with service delivery management; overseeing the end‑to‑end delivery of managed services
• Experience leading teams in a matrixed environment including working with security engineering, engineering managers, software developers, and other cross‑functional teams
• Strong problem solving skills; with the ability to lead through ambiguity to deliver incremental value to our customers
• Exceptional communication and presentation skills

• Experience in leading an MSP (managed service provider) or MSSP (managed security service provider) organization
• Expert knowledge of service management frameworks (e.g. ITIL) and security best practices.
• CISSP and related security certifications is a plus

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $197,800 and $297,300, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can…