Service Delivery Manager

Tyto Athene is searching for a forward-thinking and self-motivated Service Delivery Manager for Cybersecurity Services to lead an exciting and transformative program in support of our US Federal Government customers. This exciting role requires an appetite for learning, superior attention to detail, the ability to meet tight deadlines, great organizational skills, and the ability to work in a highly collaborative work environment.

Business acumen in dealing with senior leaders within the Federal Government is important. You will connect with key business executives and technical leaders to develop long-term relationships and a strong customer portfolio. Your main function will be to liaise between customers and internal teams to ensure timely and successful delivery of our services according to customer needs.

Responsibilities:

• Lead an evaluation of a federal agency's information security program requirements, capability gaps, and opportunities for leveraging shared services to fill gaps
• Develop a shared service adoption roadmap and project schedule in coordination and collaboration with the provider’s subject matter experts
• Develop and manage the project plan and project team to support the timely completion of tasks, deliverables, and milestones
• Effectively prioritize and manage multiple projects and deadlines
• Project and workflow management, including delegation and action item tracking
• Proactively manage risks, issues, and scope changes effectively
• Help resolve blockers pertaining to both internal and external dependencies
• Organize and lead quarterly business review meetings to provide strategic and operational updates on service delivery accomplishments, challenges, and next steps
• Provide status updates (e.g., weekly issues, process improvement implementation updates, project status updates, program performance, and risks)
• Facilitate service delivery meetings and serve as the central point of contact for the shared service customer
• Prepare and present written communications, plans, reports, briefings, and background materials for a wide range of audiences, including federal senior executives
• Facilitate relationships to promote customer satisfaction and to sustain and expand business opportunities between the shared service provider and customer
• Develop strong relationships with executive managers and sponsors, and become a trusted advisor at multiple levels of management
• Ensure client-driven process updates and scope changes are learned and quickly applied by technical teams
• Identify creative solutions to resolve all client issues and escalations
• Create and maintain process documentation, ensuring that all process changes are documented in a timely manner
• Ensure the underlying processes for service execution, fulfillment, and delivery are operating effectively and efficiently
• Define and maintain quality standards based on client and internal standards and best practices
• Ensure that the team is consistently in compliance with our agreed-upon SLAs
• Identify process areas with opportunities for improvement and optimization
• Provide efficiency insights that can inform overall capacity planning
• Coordinate and manage initiatives and projects aimed at improving the services we provide to our customers – including environment availability and stability, system performance reviews, and improvements

Required:

• Bachelor's degree or equivalent combination of education and experience
• Minimum of four (4) years of consulting and/or industry experience. Can be Commercial or Federal, but Federal experience is preferred
• Client-facing experience, ideally in an Information Security-related field
• Relevant experience (at least
  2) leading successful IT projects, preferably in the Federal Government
• Ability to clearly communicate project requirements, challenges, and opportunities
• Proven track record of successfully organizing, structuring, and creating cross-functional efforts, projects, and programs
• Proven continuous improvement analytical experience including strong project management and reporting capabilities.
• Ability to apply critical thought processes to develop, recommend and implement strategies and programs that address team…