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Professionals at Ackcent Cybersecurity share a common goal: to enhance our customers' security, protect their assets from cyber threats, and deliver high-quality services through effective communication and care.
In this role, you will work closely with our security specialists, analysts, and consultants as a vital part of our Service Delivery Team, ensuring the successful delivery of cybersecurity services.
We are seeking a Service Delivery Manager (SDM) with a strong cybersecurity background and a passion for client management. As a key member of our Customer Success team, you will be responsible for ensuring service delivery success, serving as the primary contact for clients, and collaborating across departments to meet client needs. Your role will be essential in maintaining high customer satisfaction throughout our project lifecycle.
Key Responsibilities
* Ensure client satisfaction by managing the delivery of services for assigned clients.
* Collaborate with clients to understand their business needs and align solutions accordingly.
* Serve as the main escalation point, addressing and resolving issues promptly.
* Lead weekly service reviews to evaluate performance and resolve client concerns.
* Meet or exceed contractual obligations and SLAs.
* Drive service improvement initiatives to enhance customer experience.
* Build and maintain strong relationships with stakeholders.
* Facilitate communication between clients and internal teams.
* Prioritize tasks, manage deadlines, and ensure timely deliveries.
* Coordinate with internal teams to optimize processes and support cross-functional collaboration.
* Identify new business opportunities within existing clients and work with the Sales team.
* Contribute to developing new cybersecurity services and continuously improve our service portfolio.
Requirements
* Bachelor’s degree in Engineering or a related field.
* Minimum of 5 years experience in Service Delivery, Customer Success, or similar roles, preferably in cybersecurity.
* Strong understanding of information security frameworks: Threat Modeling, Defense in Depth, Data Loss Prevention, Risk Assessment, and Security Metrics.
* Knowledge of cybersecurity landscape: Cyber Kill Chain, TTPs, Threat Intelligence, Malware Business Models.
* Experience working in cloud computing environments.
* Proven ability to manage coordinated service delivery.
* Team player with a collaborative and client-focused approach.
* Ability to build relationships with executive stakeholders.
* Strong analytical and problem-solving skills with attention to detail.
* Effective at managing priorities, deadlines, and proactive service improvements.
* Proactive, results-oriented, with excellent follow-up and commitment to service excellence.
What We Offer
* Competitive salary
* Medical insurance
* Birthday day off
* Flexible working hours
* A dynamic environment fostering innovation and collaboration
At Ackcent, we celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy and related conditions), sexual orientation, gender identity or expression, age, marital status, disability, or any other characteristic protected by law. We maintain a zero-tolerance policy towards discrimination and harassment.
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