Service Delivery Manager

Public Sector Consulting Manager

Principal Consultant, Digital Sourcing Solution

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The Service Delivery Manager (SDM) is responsible for the effective management and organization of operational aspects of IT Services. The job holder coordinates projects initiated by the customer and acts as the single point of contact. The SDM ensures services meet customer needs while maintaining efficiency, quality, and cost-effectiveness. Responsibilities include IT service management, managing customer relationships, ensuring compliance, and managing a team of up to 100 members. The role involves P&L responsibility and focuses on continuous improvement and overall customer satisfaction.

Principal Consultant, HCM / ERP Advisory

<h3>Description</h3>

<div align="center" style="text-align: center;line-height: normal;background: white;margin: 7.5pt 0.0cm 7.5pt 0.0cm;">Position/ Job Title: Service Delivery Manager Location: Bengaluru, Karnataka </div><div style="line-height: normal;background: white;">Job Description for the Position:</div><ul style="margin-top: 0.0px;"><li>The Service Delivery Manager (SDM) is responsible for the effective management and organization of operational aspects of IT Services. The job holder is responsible for coordinating the various projects as initiated by the customer and will be single point contact for the customer.&nbsp;</li><li>A Service Delivery Manager (SDM) is responsible in ensures that services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness.</li><li>SDM should have had experience in managing a relatively large size teams of 80 to 100 team members</li></ul>Experience:<ul style="margin-top: 0.0px;"><li>20+ years’ experience, with at least 8 to 10 years in IT Outsourcing and Services.</li></ul><ul style="margin-top: 0.0px;"><li>Ideal candidate would be expected to have a good understanding of technology in Systems.&nbsp;</li></ul><ul style="margin-top: 0.0px;"><li>Should have very strong written and oral communication skills in English&nbsp;</li></ul><ul style="margin-top: 0.0px;"><li>Ability to work independently with little day to day support – self starters Preferred spoken languages – English</li></ul><div style="line-height: normal;background: white;">Responsibilities:&nbsp;</div><div style="line-height: normal;background: white;">IT Services Management:</div><ul style="margin-top: 0.0px;"><li>Strong knowledge in ensuring services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness.</li><li>Possess experience in working closely with teams to align service strategies with production goals.</li><li>Strong knowledge in identifying and implementing process improvements using methodologies such as Six Sigma, and Kaizen.</li><li>Expertized in managing customer relationships, acting as a primary point of contact for service-related issues. </li><li>Should have experience in ensuring compliance with industry regulations, safety standards (OSHA, ISO 9001, etc.), and environmental policies.</li><li>Should possess knowledge on how to coordinate with production, maintenance, and supply chain teams to ensure smooth service operations.</li><li>Expertized on Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management.</li><li>Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings.</li><li>Good experience in allocation of resources effectively to meet service demands.</li><li>Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings.</li><li>Expertized on Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management.</li><li>Review and present executive summaries/dashboard and SLA reporting as required to senior leadership and Customers.</li><li>Understand and support client in managing inventory of devices supported and to help them in keeping the inventory updated.</li><li>Own the KPIs agreed in the contract.</li><li>Make recommendations on strategies in respect of various technologies.</li><li>Provide the periodical reports and other ad-hoc reports as per the contract to the customer</li><li>Maintaining disaster recovery and business continuity processes for the customer</li><li>Build long-term relationship with the customer</li><li>Deliver continual improvement in service measures and KPIs</li><li>P&amp;L responsibility</li><li>Automation in service delivery</li><li>Resource management</li><li>Utilization</li><li>Will be responsible for billing</li><li>Value add to customer-YOY by working closely with the in consultation with CoE </li><li>Overall SLA management – Operation interaction with technologies Lead / Service Owner</li><li>Overall Customer Satisfaction &amp; Employee satisfaction</li></ul><div style="line-height: normal;background: white;">&nbsp;</div><div style="line-height: normal;background: white;">Team Management:</div><ul style="margin-top: 0.0px;"><li>Management of onshore &amp; Offshore team members of up to 100</li><li>Motivation of individuals and building team working</li><li>Employee retention, motivation and training</li><li>Focus on grooming people from L1 to L2, L2 to L3 within select timelines</li><li>Development of technical and personal skills for team members</li><li>Address suitable career development of staff</li></ul><div style="line-height: normal;background: white;">Personal Management:</div><ul style="margin-top: 0.0px;"><li>Demonstrate personal commitment to excellence.</li><li>Work toward continual improvements within the account and recommend improvements in the process.</li><li>This is a middle - Senior management position and should concentrate on the control &amp; organization of the reporting staff members</li><li>Maintain awareness of customer’s business and IT’s role in it</li><li>Awareness of other companies’ IT functions, especially in the financial sector</li><li>Deal effectively with outside contacts / vendors</li><li>Avoid unnecessary conflicts and should know how to escalate issues</li><li>Should be able to adjust to people, culture, policies and situations</li><li>Should have capacity to effect the actions, behavior and opinions of others by appealing to reason or understanding</li><li>Will participate in monthly reviews and governance meetings</li><li>Will coordinate QA, and Audit.&nbsp;</li></ul><div style="margin-bottom: 0.0cm;line-height: normal;background: white;">&nbsp;&nbsp;</div><div style="margin-bottom: 0.0cm;line-height: normal;background: white;">Education:&nbsp;</div><ul style="margin-top: 0.0px;"><li>Education – Minimum Qualification - Engineer / MBA desired MCSE/CCNP or Equivalent technical certification</li></ul>

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Optiv

Cyber Operations Manager - Threat Operations

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The Cyber Operations Manager for Threat Detection & Response is responsible for ensuring early and accurate detection, response, and containment of threats. The manager will lead 24x7 Threat Detection and Response Analysts in operational and strategic planning, customer interaction, policy enforcement, process improvement, and incident response. They will oversee the security of client systems, stay current with technology, collaborate with other managers, manage staffing, and develop staff. The position requires experience in IT and Information Security, managing threat detection teams, and working in cyber operations centers and managed services. The ideal candidate must possess a deep security knowledge, previous experience as a security practitioner, systems management and administration experience, and proven service management skills. They will also ensure timely reporting of security control gaps and vulnerabilities and prepare reporting of metrics and trending of SLA & KPIs to the customer and client support staff.

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<div>The Cyber Operations Manager over Threat Detection &amp; Response is responsible to ensure early and accurate detection, response, and containment for threats directed against our clients. As a technical management role, the ideal candidate possesses deep security knowledge/expertise, previous experience as a security practitioner, systems management and administration experience, proven service management skills, and the ability to attract and retain talent in a challenging market. The position is closely involved in helping to mentor, develop and evaluate employee performance as well as helping with the development and continuous improvement of the Security Operations services.&nbsp;</div><div>&nbsp;</div><div>&nbsp;</div><div>How you'll make an impact&nbsp;<ul><li>Lead 24x7 Threat Detection and Response Analysts providing operational and strategic planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources as well managing the day-to-day operations.&nbsp;</li><li>Work closely with customers on reporting, stewardship calls, and in the case of escalations.&nbsp;</li><li>Enforce all policies and procedures, including those for security, disaster recovery, standards, and service provision.&nbsp;</li><li>Drive continuous refinement and improvement of detection and response and incident response processes.&nbsp;</li><li>Oversee the security of Client systems via Advanced Fusion Center (AFC) service.&nbsp;</li><li>Keep current with the latest vendor updates, expansion opportunities, and technology directions, utilized in the Clients environment.&nbsp;</li><li>Collaborate and consult with other Managers on the overall advancement of the Security Operations organization and Optiv in general.&nbsp;</li><li>Direct and drive process and documentation improvement.&nbsp;</li><li>Manage staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.&nbsp;</li><li>Develop and maintain an educational environment where the knowledge and performance of the group are constantly advancing.&nbsp;</li><li>Perform staff performance appraisals.&nbsp;</li><li>Ensure timely reporting of security control gaps and vulnerabilities to the customer.&nbsp;</li><li>Prepare reporting of metrics and trending of SLA &amp; KPIs to the customer and client support staff.&nbsp;</li><li>Stay abreast of evolving risks, new developments in the security industry, and industry best practices in risk management, threat analysis, and threat response techniques.&nbsp;</li><li>Attend info security-related events and network with industry peers to inform engineering and operations processes of effective risk mitigation strategies for attacks.&nbsp;</li><li>Oversee team’s production of threat intelligence reports that communicate the results of the analyses to the respective audience.&nbsp;</li><li>Responsible for the joint team effort to normalize data from vulnerability assessment, penetration test, incident response, and application security project deliverables.&nbsp;</li><li>Establish and maintain regular written and in-person communications with the organization’s executives, other group heads regarding pertinent activities.&nbsp;</li><li>Develop and mentor staff through open communication, training and development opportunities, and performance management processes; build and maintain employee morale and motivation.&nbsp;</li><li>Supervisory Responsibilities: Cyber Operations Manager will report to the Director of Security Operations.&nbsp;</li></ul></div><div>&nbsp;</div><div>&nbsp;</div><div>Qualifications for success:&nbsp;<ul><li>12+ years professional IT and Information Security experience&nbsp;</li><li>5+ years leading technical Threat Detection and Response teams&nbsp;</li><li>5+ years professional experience in cyber operations centers&nbsp;</li><li>3+ years professional experience in managed services&nbsp;</li><li>One or more certifications in Security/Networking including Security+, GSEC, GCIA, GCIH, CISSP, CISM, CISA, or other security-specific vendors/product certifications&nbsp;</li><li>Proven ability to make decisions and perform complex problem-solving activities under&nbsp;<a href="http://pressure.advanced/" target="_blank" rel="noopener noreferrer">pressure. Advanced</a>&nbsp;business acumen required.&nbsp;</li><li>Sharp analytical abilities and the ability to make sound decisions quickly are required.&nbsp;</li><li>Deep understanding of SIEM vendors, solutions, and architecture such as LogRhythm, QRadar, Splunk, Exabeam, etc.&nbsp;</li><li>Deep understanding of EDR vendors, solutions, and architecture such as Crowdstrike, Cylance, Carbon Black, Microsoft ATP.&nbsp;</li><li>Deep understanding of regulatory compliance such as NIST, SOX, HIPPA, NERC CIP, PCI, etc. and their differentiators across global regions&nbsp;</li><li>Deep understanding of laws pertaining to cybersecurity and their differentiators across global regions&nbsp;</li><li>Understanding of Security Orchestration, Automation, and Response concepts.&nbsp;</li><li>Experience working with ticketing and knowledge management systems such as Service Now.&nbsp;</li><li>Experience with ITIL concepts and practices.&nbsp;</li><li>Experience with security analytics platforms such as Kibana.&nbsp;</li><li>Experience with reporting platforms such as DOMO and&nbsp;PowerBI&nbsp;</li></ul>#LI-TW1</div>What you can expect from Optiv<ul><li>A company committed to championing Diversity, Equality, and Inclusion through our <a href="http://www.optiv.com/company/about-us#dei-group" target="_blank" rel="noopener noreferrer">Employee Resource Groups</a>.</li><li>Work/life balance</li><li>Professional training resources</li><li>Creative problem-solving and the ability to tackle unique, complex projects</li><li>Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.</li><li>The ability and technology necessary to productively work remotely/from home (where applicable)</li></ul>EEO StatementOptiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age 40 and over, marital status, genetic information, national origin, status as an individual with a disability, military or veteran status, or any other basis protected by federal, state, or local law.Optiv respects your privacy.&nbsp;By providing your information through this page or applying for a job at Optiv, you acknowledge that Optiv will collect, use, and process your information, which may include personal information and sensitive personal information, in connection with Optiv’s selection and recruitment activities.&nbsp; For additional details on how Optiv uses and protects your personal information in the application process, click here to view our&nbsp;<a href="http://www.optiv.com/job-applicant-privacy-notice" target="_blank" rel="noopener noreferrer">Applicant Privacy Notice</a>. If you sign up to receive notifications of job postings, you may unsubscribe at any time.</div>

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