IT Service Delivery & Operations

Wiggli; United States; On-site; USD 110,000 - 160,000; Full time

Job summary

Wiggli is seeking an Operational Manager / Service Delivery Manager in Cybersecurity to oversee IAM and PAM services, ensuring high-quality service delivery for clients. This role blends operational leadership with delivery accountability to meet contractual commitments and optimize processes.

Responsibilities include leading technical teams, managing incidents, ensuring compliance, reporting KPIs, and driving continuous improvement to enhance efficiency and reduce costs while maintaining

Responsibilities

• Operational Management: Oversee services operations, ensure projects finish on time with quality and security.
• Service Delivery: Monitor and deliver offerings to clients, align with requirements.
• Team Coordination: Lead technical teams and consultants, optimize resource allocation and communication.
• Client Satisfaction: Proactively manage relationships, resolve issues, ensure high satisfaction.
• Process Optimization: Identify and implement improvements to increase efficiency and reduce costs.
• Incident/Crisis Management: Act as primary contact during major incidents, coordinate responses and follow-up.
• Compliance and Reporting: Ensure activities comply with regulations and policies; report KPIs and outcomes.
• Training and Development: Oversee ongoing skill development and training initiatives.

Job description

Mission:

The Operational Manager / Service Delivery Manager in Cybersecurity is responsible for overseeing daily operations related to IAM and PAM services, ensuring high-quality service delivery for our clients. This role combines operational management with delivery responsibilities, ensuring that contractual commitments are met while optimizing internal processes to maximize efficiency. The role requires strong leadership and the ability to handle complex issues with high-quality standards

Responsibilities:

• Operational Management: Oversee all operations related to services, ensuring projects are completed on time, with strict adherence to quality and security requirements, while meeting the specific needs of each client.
• Service Delivery: Ensure the monitoring and delivery of service offerings (either project-based or time-based) to clients, ensuring the implemented solutions perfectly meet client requirements.
• Team Coordination: Lead and coordinate technical teams and consultants, ensuring smooth communication among stakeholders and efficient resource allocation.
• Client Satisfaction: Manage the client relationship proactively, anticipating needs, resolving issues quickly, and ensuring high customer satisfaction throughout the project lifecycle.
• Process Optimization: Identify and implement continuous process improvements for operations and delivery to increase efficiency and reduce costs while maintaining high-quality standards.
• Incident/ Crisis Management: Act as the primary point of contact during major incidents or operational issues, coordinating responses with relevant teams and rigorously following up to prevent recurrence. Develop action plans, coordinate interventions, and provide detailed incident or crisis reports.
• Compliance and Reporting: Ensure all activities comply with applicable regulations and internal company policies. Produce regular reports on operational performance, KPIs, and project outcomes.
• Training and Development: Oversee the continuous development of team skills by offering appropriate training and supporting development initiatives.