Service Delivery Manager

Service Delivery Manager (Contract)

We are looking for a Contact Service Delivery Manager (SDM) to join the Security Operations as-a-Service (SOCaaS) team. We are a dynamic, inspired, and energetic team looking for a like‑minded individual to join us on our journey. Reporting to the Team Lead, Service Delivery, this role requires the following:

• Build trust and relationships with customers through successful SOCaaS delivery
• Customer management ownership, including issue escalation and resolution
• Keeping all SOCaaS Management stakeholders informed of customer status
• Identify and lead the development and improvement of Service Delivery processes
• Ownership of all SDM process deliverables

Responsibilities

• Coordinate directly with Pre‑Sales teams with SOCaaS Proof‑of‑Concepts and Paid Customers onboarding.
• Support SOCaaS service delivery to customers in different stages of requirement gathering, onboarding, delivery, and customer service maintenance.
• Conduct regular service review meetings with customers to further improve their experience with SOC services.
• Full end-to-end ownership of all customer Service Requests to completion, including escalation to SOCaaS Engineering and Operations teams.
• Communicate with Fortinet internal stakeholders on project performance and project issues
• Contribute to the documentation of new and existing processes to deliver better customer experience
• Participate in internal meetings and provide project progress and customer status summaries
• Communicate customer concerns, questions, and conflicts to management and service delivery and supporting SOCaaS teams.
• Collect customer feedback and work with Product owners on technology and service improvement opportunities to enhance SOCaaS features and benefits.
• Generate status reports and schedule or attend meetings to disseminate appropriate information to stakeholders.

Required Skills & Experiences

• 3+ years of experience in a customer facing service delivery and management leadership role within professional services or consulting organization
• Project Management expertise specifically demonstrated success managing multiple customers on a long‑term basis.
• Daily, weekly, monthly status reporting
• Demonstrated experience delivering project deliverables on‑time through an iterative continuous improvement process.
• Demonstrated understanding of Information Security and Data Protection requirements
• Strong understanding of network concepts, protocols, services and technologies
• Strong understanding of layered security at data, OS and network levels
• Familiar with SOC use case development and daily monitoring and operations
• Familiar with Cyber Kill Chain (Lougheed‑Martin, MITRE)
• Familiar with Incident Response playbooks, processes, and procedures
• Familiar with Network and Security technologies such as Firewalls, SIEM, SOAR.
• Experience with Fortinet products is preferred.
• Experienced with log data analysis, visualization, and management tools
• Familiar with Security Risk Assessment and Management
• Familiar with ITIL framework and have experience with ITSM platforms
• Familiar with security compliance standards and frameworks such as ISO27K and NIST Cybersecurity Framework

Required Soft Skills

• Superior Professional skills, Interpersonal skills, active listening, client facing experience
• Excellent written and verbal communication, time management and organizational skills
• Ability to work as a team player, with strong interpersonal and communication skills
• Adept in planning, working in a fast‑paced dynamic environment, and multi‑tasking skills
• Strong Project Management skills
• Superior problem‑solving, analytic, and decision‑making skills
• Self‑directed, takes initiatives and have leadership skills
• Understands the importance of discipline, consistency, and communication

Educational & Certification Requirements

• Bachelor’s Degree in Information Technology, Information Security/Assurance, Engineering, or similar area of study.
• At least 3+ years related experience and/or training; or equivalent combination of education and experience preferred.
• Certifications such as Fortinet Network Security Expert (NSE) Training, Certified Information Systems Security Professional (CISSP), ITIL 4 Foundation (service management), PMP (project management), and CCNA/CCNP (network technical knowledge).

The Canada base salary range for this full‑time position is expected to be between $87,000 - $107,000 annually. Wage ranges are based on various factors including th