Service Delivery Manager

at  Cyderes

Cyderes (Cyber Defense and Response) is a pure-play, full life-cycle cybersecurity services provider with award-winning managed security services, identity and access management, and professional services designed to manage the cybersecurity risks of enterprise clients. We specialize in multi-technology, complex environments with the in speed and agility needed to tackle the most advanced cyber threats. We leverage our global scale and decades of experience to accelerate our clients’ cyber outcomes through a full lifecycle of cybersecurity services. We are a global company with operating centers in the United States, Canada, the United Kingdom, and India.
Role Summary:
Service Delivery Managers (SDM) are our managed security customers trusted technical
and security advisors. They provide valuable guidance around security operations and
defensive cyber posture. They aid their customers security program performance and
maturity. By leveraging the MSS service delivery teams the SDM is identifying weaknesses in
process, quality checking deliverables, and focusing on continuous improvement efforts for
their customers.
At the Cyderes, the SDM is the “Owner” of their assigned customer(s). This means our SDM’s
must partner with their customer(s) proactively, not only to prevent potential issues from
occurring with delivery, but also to build and execute on a clear and mature roadmap which
helps the customer see value in what Cyderes provides. Customers are looking for SDM’s
who know how to build and run security operations teams. The SDM is responsible for
working with key customer contacts at multiple levels to identify and align business and IT
objectives, discover customer pain points, offer recommendations, and recognize current
and future IT security needs, and support service expansion within their assigned customers
(aka help upsell more services!). The SDM is part of the Customer Success team and acts as
the customer advocate in all areas of the organization, from strategic planning, service
design, and delivery.
The SDM plays a pivotal role in ensuring that Cyderes is considered and viewed as a key
security partner in the successful operation of the customer’s security program. The right
SDM will also have excellent working relationships with other Cyderes teams (ie. SOC,
Threat, Engineering, Sales, and Management) who will be active within his/her account(s)

REQUIREMENTS

• Fluent in Spanish
• College Diploma or University Degree in Information Security or relevant security up-to-date certificates and/or equivalent work experience
• Minimum 5-7 years’ experience in cyber
• Minimum of 2 years’ Security Operations Center experience or equivalent analyst type experience
• Minimum of 2 years’ SIEM technology experience (Splunk, Azure Sentinel, IBM QRadar, Logz.io, Rapid7 InsightIDR, LogRythm, Etc.)
• Minimum of 1 year Threat Intel and/or Threat Hunt and/or Threat Modeling exposure.
• Familiar with frameworks such as NIST CSF, MITRE ATT&CK Framework, Etc.
• Strong understanding of IT Security concepts, best practices, and market direction.
• Strong troubleshooting, reasoning, and problem-solving skills
• Come with Solutions not problems.
• Excellent communications and Customer Service skills (active listening, written, oral,
• presentation)
• Exceptional Time Management skills.
• A positive and constructive minded team player
• Be able to travel <10 percent of the time with some international travel
• Be able to obtain clearances/licenses if needed based on client requirement

• Establish a long term and sustainable relationship with assigned customer base.
• Schedule and run regular service milestone and executive-level meetings.
• Liaise and collaborate between SOC (Tier-I, Tier-II, and Tier-III team), Device Management (DM), Threat, Sales, and Management team members on behalf of your managed clients.
• Proactively monitor technical issues pertaining to the services provided for their customer and make recommendations to reduce the risk/impact of similar future problems.
• Do you see aging cases without resolution? Ask “why?” and dig in…
• Do you see a hole in the client’s defensive posture? Are they missing a data source? Partner with the client, have a risk-based conversation and recommend solutions and track them to completion.
• Offer consultative advice in security principles and best practices.
• Provide technical guidance/recommendations to customers to enhance their overall security posture within the managed products.
• What industry or sector does the customer operate? Are their compliance or regulatory concerns? New and emerging tech that would help alleviate pain or reduce risk?
• Don’t wait for the customer to push and prod you with questions – see something, say something. Be proactive and offer support/help/advice when an opportunity arrives.
• Lead in sharing of best practices with team members to contribute to enhance the quality and efficiency of customer support across the team.
• Understands the full suite of Cyderes services and can clearly articulate the value of each offering.
• Maintain and develop key documentation and reports in alignment with company standards.
• Analyze and provide recommendations within monthly, quarterly, and annual reports for the customer.
• Provide in-depth analysis of day-to-day & month-to-month operations.
• Present reports to executive clients with professionalism and an understanding of the current market.
• Accurately track the milestones, roadmap items, and tactical cases needed to move the needle forward. Ensure ownership of tasks and that due dates and status updates are provided regularly and clearly (written format and verbal).
• Measure customer temperature and determine their satisfaction with Cyderes services
• Assess problems, develop, present, and action “Get to Green” plans as needed
• Proactively and reactively work with SOC teams in the management of technical issues as well as collaborating in planning, implementation, and conduct skills and knowledge transfer on the services provided.
• Organize regular touch-points with the technical teams to get an in-depth understanding of the clients’ threat landscape.
• Oversee and assist with highly technical projects, change windows, and client requests.
• You should be tracking the key milestones and be accountable for delivery dates.
• Communicate clients’ business requirements to the team in such a way that will ensure the successful completion of the tasks.
• Perform as an Incident handler when needed on high priority calls.
• Make sure your clients are confident that their issues are being handled effectively and efficiently.
• Proactively work with Sales account managers to build sales proposals to custom fit to each customer’s needs.
• Maintain and track use of licenses for all managed products.
• Study the evolving needs of each client and the technology used with each environment.
• Identify and recommend up-sell opportunities with the Sales team.
• Provide input on renewal contract (SOW) amendments and input for new SOWs as needed.
• Maintain current knowledge on industry issues/trends and competitive products.
• Maintain and expand working knowledge of current managed technologies.