avertium - Service Delivery Manager
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Requirements
• Possesses extensive knowledge of contemporary approaches to managing Threat Detection and Exposure Management operations. • Experience with extended detection and response (XDR) solutions; preferably Microsoft Defender or SentinelOne. • Exhibits superior influence and negotiation skills, particularly in crisis and conflict management situations. • Demonstrates the ability to understand and analyze issues or problems to formulate and implement corrective action plans. • Proactively and effectively manages risk on high to very high-risk projects. • Capable of developing and presenting high-impact messages to executive-level management. • Displays superior communication skills, both verbal and written, with the capability to represent Avertium at external customer and industry events. • Shows strong ability to lead and coordinate teams, including both global and virtual teams. • Exhibits strong negotiation skills within workgroups, customers, and Avertium management. • Customer- and relationship-focused, process-driven, metric-focused, results-oriented, organized, self-directed. • Ability to multi-task and find innovative solutions to problems. • Ability to build & manage strong customer relationship at the executive level. • Capable of applying business management principles, financial concepts, and contractual knowledge to analyze business needs and develop strategic recommendations. • Utilizes appropriate knowledge and methodologies to resolve highly complex business issues with significant organizational impact. • Develops and consistently implements Quality and Continuous Improvement Plans. • Demonstrates solid project budgeting and forecasting skills. • Acquires and applies industry sector knowledge (e.g., finance, manufacturing) to benefit customer initiatives. • BA/BS in Business Administration, Finance, Computer Science, or an equivalent combination of education and/or experience. • One (1) to two (2) years of experience managing professional or managed services engagements in an Information security and cybersecurity industry setting. • Three (3) to Five (5) years of information security or cyber security experience. • Advanced proficiency in analytical, organizational, project management, interpersonal and communication skills (verbal and written).
Responsibilities
• Service Delivery/Operational Management: • Prioritize and execute Avertium resources for customer contract support and delivery. • Ensure customer satisfaction to meet CSAT objectives. • Facilitate organizational consensus on complex issues. • Provide strategic account support with technical and operational insights into industry trends and customer needs. • Utilize extensive technical and business knowledge to guide organizational strategies and direction. • Analyze and recommend solutions for senior management on strategic operational matters. • Manage resource forecasting, requirements, and staffing to meet demand. • Align delivery resources with business needs, optimizing staff talents. • Support team execution by removing barriers. • Foster a growth-oriented and high-performance work environment. • Ensure adherence to HR, legal, financial, ethics, and governance policies. • Enhance operational maturity within account portfolios. • Customer/Relationship Management: • Manage and grow executive customer relationships for strategic accounts. • Resolve complex issues with significant business impact. • Establish trusted advisor partnerships in service delivery management. • Represent Avertium in industry organizations. • Potential to act as Account Sponsor. • Escalate major account issues to Leadership with solutions. • Financial Management: • Oversees financial execution of programs within the portfolio of accounts, aiming to meet or exceed the original Plan of Record. • Maintains program budgets with the capability to present reliable forecasts. • Collaborates with senior leadership to formulate corrective plans for addressing issues that impact financial performance. • Shapes the strategic agenda and creates the context for successful partnerships that generate significant business. • Leads the development of organizational business operating plans. • Drives Avertium's business goals and initiatives to successful implementation within the organization. • Manages and coaches the team to achieve best-in-class customer experience, reduce delivery costs, and attain trusted advisor status with customers. • Partners across the business unit management team to achieve broader Avertium business targets. • Identifies, develops, and drives tactical projects to support the SDM community in achieving business goals.
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