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. 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 the labour market, job type, and job level. Exact salary offers will be determined by factors such as the candidate’s subject knowledge, skill level, qualifications, and experience.

Fortinet strives to provide you and your family with a comprehensive benefits package. Benefits eligibility starts on your first day of hire and comprises of 100% company paid medical, dental, and vision coverage, including a Health Spending Account and a Personal Spending Account that gives you flexibility to spend where you need it the most. Our Employee & Family Assistance Plan (EFAP) offers you and your family access to various services like counseling, legal advice, mental health resources etc. We also provide critical illness, disability, and life insurance, as well as a Group Registered Retirement Savings Plan (RRSP) with a company match to help you save faster for retirement. We offer competitive Paid Time Off and flexible leave policies, including paid health days, to help you take care of yourself and your family members.

All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at time of hire and annually at the Company’s discretion.