Senior Technical Service Delivery Manager – Splunk Global Security – SGS
| Company | Splunk |
|---|---|
| Location | California, USA, Virginia, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Demonstrated ability post bachelor (in Computer Science, Information Technology, Cybersecurity or related field) of at least 6 to 8 years experience in IT service delivery, technical program management, or operations in the cybersecurity industry.
- Proven track record of managing large service engagements or multi-functional projects with significant collaborator engagement.
- Cybersecurity certification: CompTIA Security+ or similar cybersecurity industry certifications.
- Solid understanding of service management principles and standard processes (ITIL/ITSM frameworks).
- Hands-on experience with ticketing and workflow tools.
- Proficiency in JIRA (Service Management) and ServiceNow is expected.
- Excellent verbal and written communication skills, with the ability to coordinate multi-functional with demonstrated ability to articulate technical concepts.
- Experience building and maintaining relationships with customers and internal teams is essential.
Responsibilities
- Facilitate the delivery of cybersecurity services by coordinating across internal delivery teams.
- Ensure that all service activities (planning, resource allocation, scheduling) are aligned with customer requirements and strategic objectives.
- Handle dependencies and perform quality checks to meet or exceed service standards.
- Work closely with and act as the single point of contact for multi-functional teams (e.g., engineering, sales) to manage inter-team dependencies and to solve sophisticated service issues.
- Define, track and report on service-level agreements (SLAs), key performance indicators, and (operational) metrics.
- Lead regular service reviews and produce reports to collaborators, driving continuous improvement in delivery processes.
- Define and use dashboards and reports that provide transparency into the health of the service, and risk areas.
- Leverage service management platforms, e.g., JIRA Service Management, ServiceNow) to log and track service requests.
- Ensure that documentation is in place and maintained and that ITIL-aligned processes are followed.
- Promote continuous improvement by identifying process gaps, implementing standard operating procedures (SOPs), and fostering a culture of operational excellence!
- Guide service delivery teams on standard methodologies and processes.
- Drive and maintain attention to quality and detail and hold yourself accountable to the expectations and results.
- Lead difficult conversations in a professional way and apply judgment to assess criticality and prioritize efforts in alignment with organizational goals.
- Develop positive relationships with internal and external partners and multi-functional teams to ensure clarity and accountability for team(s) responsible for delivering respective SGS services.
Preferred Qualifications
- Background in global or matrixed organizations, with experience coordinating teams across regions and time zones.
- Experience with vendor contracts and financial oversight of service programs.
- Exposure to Splunk products (e.g., Enterprise, SOAR, or Splunk Cloud).