Cybersecurity Delivery Manager

Job Description

Job Responsibilities –

Functional Domain

Responsibility

Delivery Operations & Excellence

· Previous work experience managing below three or more Cybersecurity delivery engagements –

o Audit principles and associated compensating controls

o Enterprise Security architecture

o Cloud Security

o Vulnerability Management

o E-Mail security

o Web Application Firewall

o Cyber Incident Management (CERT)

· Manage & maintain steady state global delivery operations (Green)

· Manage Operational/delivery issues & escalations

· Ensure continuous communication & coordination with client in the event of issue/ escalation

· Ensure SLA/SLO attainment & process compliance along with high customer satisfaction

· Act as first point of escalation for the day-to-day functioning of delivery operations team

· Handling escalations- identifying the gap, preparing action plans, and driving towards resolution

· Identify opportunities for SIP’s/CIP’s and drive those towards achieving the desired goal

· Define & maintain a governance model, best practices & operating procedures

· Driving & ensuring seamless transition of new service/ customer to operations team (if any)

· Actively participate in Service Operations Meetings, Service Quality Review governance

· Provides leadership & direction to Delivery team in complex problems and creates innovative solutions

· Facilitates Business Continuity for the account during regional/ location outages

Team Management

· Responsible for Performance Appraisal for direct reports

· Support Delivery Head to manage team functions viz. resource selection, allocation, availability planning, effort estimation, utilization & attrition management

· Tracking individual and team performance (direct reports). Provide periodic feedback and share the action plan to improve productivity, improvement areas

· Advice & coach team members to help them develop their skills and capabilities to best meet their career aspirations and current or future business needs

· Ensuring right and adequate rewards and recognition reaches to high performers in the team

· Focus on personal & professional development and appropriate training & certifications for team members

· Monitor & report quality and productivity and team performance on a daily/weekly basis and continually improve them efficiently and effectively

· Ensure that the productivity goals for the team are met, including service level, utilization, and customer satisfaction

Customer Relationship Management

· Acts as a trusted security advisor to the clients

· Interlock with Management to define operations strategy and action plan based on Customer feedback & CSAT result

· Analyzing customer requirements, identifying business opportunities, providing guidance and support

· Monitor delivery health and process adherences, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level

· Ensure continuous communication & coordination with clients

· Ensure positive client satisfaction and client relationship is maintained for service delivery

Financial Management

· Support Delivery Head to determine, monitor, and review project financials include operational costs, budgets, staffing requirements, resources, and risk etc.

· Work towards improving efficiency, utilization, compliance, and accuracy

· Assist Delivery Head to achieve target Residual/ Efficiency by planning resources allocation, tracking accurate labor utilization and maintaining low operating costs

Service Transition

· Deliver in transition project & program in line with the recognized best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting)

· Conduct due diligence activities to comprehend business activities of the client and document these in the form of a due diligence report along with recommendations and next steps

· Act as the primary point of contact for all transitional activities

· Liaise with business lines and functions on training, recruitment, and system requirements for transition deliverables

· Responsible for monitoring & execution of transition deliverables as per agreement transition plan

· Manage day-to-day transition project communication with stakeholders, project delivery team, account team & Client stakeholders.

· Review the outcomes of the transition projects to capture learnings & disseminate across organization

Technical Skills –

§ Basic Knowledge on security models such as ITIL, ISO27002, PCI DSS and Cobit 5

§ Experience on Security tools & Technologies

§ Integration of testing mechanisms with industry best practices such as OWASP & NIST

§ Good Understanding of IT security policy, procedure, design, and implementation.

Behavioral Skills –

· Ability to handle multiple strategic & critical projects/deliveries simultaneously

· Effective interpersonal, Coaching, team building and communication skills.

· Ability to run/coordinate meetings, major incident calls and communicate with customers.

· Desire for continuous improvement and ownership skills

· Ability to communicate complex technology to no tech audience in a simple and precise manner.

· Quick learner, while working outside the area of expertise.

· Flexible to support 24*7 support environment .

· Ability to see the bigger picture and differing perspectives; to compromise, to balance competing priorities, and to prioritize deliverables.

Qualification & Experience –

§ 10+ years of IT experience with 6+ yrs of relevant experience in managing Cybersecurity delivery(s), People Care, Customer & Stakeholders relationship, project transition.

§ Education qualification: Bachelor’s degree in information technology, Computer Science and/or related areas

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