Service Delivery Manager

Avanade Security services provide a holistic approach, based on Zero Trust principles through advisory, implementation, and managed services and include the following:

- Advisory services to evaluate and define your cybersecurity strategy and to continually improve your governance, risk, and compliance state
- Cloud Security services to help you fully unlock the advanced security capabilities of the Azure Cloud and monitoring through Azure Sentinel
- Secure hybrid remote working at scale through the enablement of your Zero Trust journey
- Digital Identity services including the full lifecycle of Identity and Access Management (IAM) to securely manage identities
- Managed Security Services to help you rapidly prevent, detect and remediate security threats

DMTC Description

Delivery Management Talent Community is a team that focuses on delivering Projects and Services. The lifecycle of an Avanade project runs all the way from planning to sales through to execution and closure, with many stops in between. Working in the DMTC team, you make sure that the projects and services are all delivered on time, on budget and at the highest quality.

You are involved in the sales and estimating phases of a project, as well as in planning, mobilization, execution and closure. You keep stakeholders updated regularly on progress and status, manage risks and issues and monitor financial performance.

**Responsibilities**:

- Responsible for the overall delivery of support services to the client in the areas of Cloud Security: IAM, Threat Protection, Information Protection, Governance, and Compliance Management
- Responsible to manage the client support relationship and act as an interface between the client and the support team
- Serve as the escalation point of contact for all service delivery issues both with Avanade and with the client
- Own the incident backlog and work with all the relevant players to resolve the issues in a timely and effective manner
- Create and monitor service delivery metrics, KPI’s and SLA’s; find novel ways to improve and exceed in the areas of client satisfaction
- Lead service delivery presentations with the Azande delivery teams and client leadership
- 24X7 on-call support may be required during major incidents or critical business activity

**o People the first mindset**: Coach and Train the Service delivery team to ensure effective morale and performance
- Lead daily management of all service standards, processes, tools, deliverables, people and other resources to ensure the client’s service levels are met
- Proactive in resolving internal team conflicts and setting the right expectations with the client resources and project managers
- Work alongside the project delivery team to ensure a smooth transition to support and identify opportunities to bring additional revenue to the account by means of Change Requests and new service orders
- Help build the managed services delivery community by participating in the public sector and account-wide discussions around service management
- Maintain effective documentation around incidents, problems, and technical support requests
- Participate in Security RFP/I responses as a service specialist

**Qualifications**:

- General knowledge of the consulting industry and public sector
- Prior experience working with an offshore team
- Ability to secure government clearance
- Experience in managing mission critical Production environments
- Experience in Triaging and initiating threat responses
- Experience in managing support budgets
- 5+ years of experience in service delivery roles, nice to have experience in a managed services setting
- Knowledge of ITIL strive management principles is an asset
- Analytical and problem-solving skills
- Knowledge of Public clouds (Azure, AWS, or GCP)
- Knowledge of On-Prem and Cloud security solutions (Multi-Factor Authentication, Azure Active Directory, Firewall, Azure Key Vault, Sentinel, Defender, or equivalent services)
- Experience with tools like ServiceNow, Remedy, Amdocs, and any other service management software
- Ability to multitask and handle competing priorities
- Independent operator; capable of working under limited or low supervision
- Sound understanding of the day-to-day management associated with strive delivery
- Excellent communication and presentation skills - Metrics, dashboards, narratives
- Ability to work in a high-pressure environment with challenging deadlines
- Positive, motivated with a can-do attitude