Service Delivery Manager - Intel
Summary
Oversees the JSOC for a security services firm: managing the vendor team, audits, training/certification programs, and emergency/incident response readiness. Day to day centers on client relationship management, reporting KPI/SLA metrics against the SOW, and driving a quarterly strategic plan.
About the role:
The Service Delivery Manager oversees and develops audits, training, and emergency procedures for the JSOC. This position is directly responsible for delivering Key Performance Indicators and Service Level Agreements from the vendor to the purchaser. The Service Delivery Manager partners with client managers to develop the program's strategic direction. The Service Delivery Manager reviews after-action reports and reports the findings to clients and stakeholders for appropriate action. The Service Delivery Manager works with the client to develop an annual strategic plan with goals listed by quarter and ensures that the JSOC attains them.
In this role, your responsibilities will be:
- Manage all facets of the vendor team
- Manage relationships with all personnel and the client manager
- Support leadership during critical incidents
- Ensure operational readiness for incident response in JSOC
- Define and direct projects associated with the JSOC, including training, testing, certification, etc.
- Oversees the development and compliance of training and certification programs
- Develop strategic initiatives to achieve high-performance standards across all personnel.
- Report metrics and KPI data in accordance with the SOW.
- Review After Action Reports and report findings to the client with fully developed action plans to mitigate future gaps
- Develop an annual strategic plan in partnership with the client and ensure that JSOC teams meet established goals
- Oversee and ensure the success of recruiting, hiring, disciplinary, and performance management processes