Service Delivery Manager

Overview

Service Delivery Manager for Rackspace Cyber Defence, acting as the face of Rackspace's security services and owning the customer relationship for assigned accounts.

What you'll do

• Oversee customer onboarding and service transition.
• Own the customer relationship and act as the key contact for assigned customers.
• Act as a service escalation point for internal and external teams, including during major incidents.
• Prepare and deliver Monthly Security Service Reviews (MSSRs).
• Serve as the operational interlock between customers and Rackspace delivery teams.
• Collaborate with the wider account team to deliver strategic initiatives.
• Provide on-call services to customers (if applicable).
• Proactively engage customers and identify opportunities for continual service improvement (CSI).
• Build strong relationships with assigned customers and understand their business challenges.
• Identify and drive opportunities to grow assigned accounts, in collaboration with the wider account team.
• Solicit customer feedback, testimonials, case studies and references.
• Engage with internal service providers and manage the performance of internal teams.
• Drive customer outcomes through service delivery teams.
• Assist in developing policies and standards for service design, service transition, service management and continuous service improvement.
• Maintain service documentation to ensure business visibility of service processes.
• Be the subject matter expert for customers' security contracts, ensuring new requirements are captured and contractually incorporated.
• Ensure required teams are engaged for key contractual milestones such as renewals.
• Monitor and manage the financial performance of assigned customer contracts.
• Forecast financial performance throughout the life of the service.
• Highlight key commercial levers that may affect financial performance to internal stakeholders.
• Where possible, identify and deliver financial performance enhancing measures.

What you'll need

• 5+ years' experience in service delivery management, service management and/or customer success.
• Experience in monitoring and improving service performance.
• Experience managing key internal and external stakeholders and understanding expected outcomes.
• Experience working with public cloud environments such as Azure, AWS and Google Cloud Platform.
• Experience of common service management standards such as ITIL or ISO 20000, and service transition.
• Knowledge of common project management practices such as PRINCE2, Agile and SCRUM.
• Knowledge of security standards such as NIST, ISO27001, CIS, OWASP and Cloud Controls Matrix (CCM).
• Highly organised and detail oriented, with the ability to prioritise, multitask and work under pressure.
• A good communicator who can explain security concepts to both technical and non-technical audiences.

Nice to have

• Experience in a managed security services (MSSP) environment.
• Ideally, experience in a DevOps-centric environment.
• Ideally, experience delivering managed security services such as Attack Surface Management, Managed Detection & Response, Managed Extended Detection & Response and/or Defensive Security Services.
• A highly self-motivated and proactive individual who wants to learn and grow.

Details

• Location: Gurgaon, India.
• Willing to work in flexible working hours.
• On-call services to customers may apply.