Services Delivery Manager (Professional services Team)

Create and execute efficient personnel management plans

Keep consultants utilization at a high level to meet annual objectives

Improve the skills of our Professional Services consultants

Maintain and increase the technical certification of consultants on the team

Maintain strong relationships with customers, partners, sales and SE teams

Strive to continuously improve current service offerings and delivery governance

Help develop additional service offerings to enhance customer value

Own and lead customer escalations end-to-end, working directly with customers, sales, SEs, TAC and consultants to drive resolution

Lead operational cadence calls and ensure actions are tracked through to completion

Always strive to improve the project delivery process and reporting structure

Conduct regular 1:1 meetings with consultants

Identify current and future challenges relating to skills, promotion, utilization and role development

Demonstrate strong leadership presence by driving discussions, decisions and outcomes

Be proactive, innovative and operationally focused

Help with consultant recruitment and hiring

Act as the primary delivery partner to sales leadership, ensuring regular communication, alignment and execution

Support management of critical customer cutovers, weekend activities and enterprise delivery requirements

Drive operational forecasting, resource planning and escalation management across the India project delivery business

Experience managing a team of technical consultants or engineers

Strong customer service, project management and quality control skills

Proven experience managing escalations and enterprise customer situations

Strong resource planning and operational management skills

Excellent leadership and stakeholder management capabilities

Strong teamwork skills and attention to detail

Experience with Check Point technologies is preferred

Experience managing firewall migrations, enterprise implementations or large-scale delivery engagements is highly desirable

Familiarity with technologies such as Maestro, VSX, VPN, CloudGuard and enterprise security environments is advantageous

Ability to manage conflicts and make strong operational decisions under pressure

Capacity to mentor and develop team members

Excellent verbal and written communication skills