Service Delivery Manager - MSS

Overview

Responsibilities

• Have a full understanding of the scope of delivery as per the contract and proposal with regards to the customer.
• Identify all contractual KPI and coordinate measurement of the same, internal and to the customer.
• Raise any potential gaps / issues to management before the customer raises it.
• Meetings with clients minimum monthly and on a quarterly basis with management; more often if agreed as part of the scope.
• Prepare all customer meetings with presentation and collecting required information internally.
• Maintain a list of issues / gaps and follow-up internally and provide summary to the customer in the meetings and on request.
• Maintain all presentations, meeting minutes and risk, issues, action, and dependencies (RAID) tracker in a central repository.
• Establish role as a SPOC for Help AG provided services to the customer.
• Customer Escalation Management.
• Identification of upsell or cross sell opportunities for MSS services and liaising with Solution Architecture / BDM team.
• Service incident reporting, via coordination with internal teams’ delivery teams.
• Creation and execution of service remediation/improvement plans with Help AG teams.
• Hands-on experience on 3 or more of the following below MS Services:
• Managed Detection Response.
• Managed Vulnerability.
• Managed Security Controls (FW, Proxy, EDR, PAM).
• Digital Risk Protection.
• Digital Forensics and Incident Response.

Qualifications & Skills

• UAE Nationals are encouraged to apply.
• Degree in Computer Science, Information Systems, Computer Engineering, a related degree, or relevant industry experience; Expert skills in IT service delivery.
• Minimum 5 years of experience as a Service Delivery Manager.
• Solid background in IT service management, with expertise in cybersecurity and understanding of management systems including ISMS, BCMS, QMS.
• ITIL accreditation (or equivalent relevant experience).
• Expert skills in usage of Office 365, ITSM Systems.
• Demonstrable knowledge and understanding of information security technologies, concepts and standards.
• Excellent organizational skills, ability to influence and manage customer expectations.
• Customer and team-focused attitude.
• Excellent communication, presentation and training skills.
• Being able to understand complex business processes and activities.
• Flexible work approach, based on the job requirements.
• Active listener.
• Strong interpersonal skills with the ability to collaborate well with others and reconcile differences among resources/departments.

Benefits

• Health insurance with one of the leading global providers for medical insurance.
• Career progression and growth through challenging projects and work.
• Employee engagement and wellness campaigns activities throughout the year.
• Excellent learning and development opportunities.
• Annual flights tickets.
• Inclusive and diverse working environment.
• Flexible/Hybrid working environment.
• Open door policy.

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