Service Delivery, Client Mgmt, Project Manager

Job description

Must Have Technical/Functional Skills Role-Specific Skills

Client Relationship Management

• Proven ability to build and maintain strong, trust-based relationships
• with key client stakeholders.

Cybersecurity Service Knowledge

• In-depth understanding of Cybersecurity Incident Detection &
• Response services, including their operational aspects and value proposition.

Communication & Presentation Skills

• Exceptional verbal and written communication, including
• incident communication, executive reporting, and presentation delivery for QBRs.

Reporting & Data Analysis

• Proficiency in interpreting operational data and service health metrics to
• create meaningful reports and insights for clients.

Compliance & Regulatory Understanding

• Knowledge of relevant cybersecurity compliance
• frameworks (e.g., FedRAMP, DoD IL) and audit requirements.

SLA/SLO Management

• Expertise in monitoring, reporting on, and ensuring adherence to
• Service Level Agreements (SLAs) and Service Level Objectives (SLOs).

Escalation Management

• Skilled in effectively managing and resolving client escalations,
• ensuring timely resolution and client satisfaction.

Service Improvement Methodologies

• Familiarity with continuous service improvement frameworks
• and practices to drive enhanced client experience.

Cross-Functional Coordination

• Ability to effectively collaborate with internal teams (e.g., SOC,
• engineering, compliance) to meet client needs and resolve issues.

Customer Satisfaction Measurement

• Experience in utilizing and interpreting customer feedback
• mechanisms (e.g., CSAT, NPS) to gauge and improve satisfaction.
• Proficiency in leveraging Artificial Intelligence (AI) to drive innovation and efficiency within technical domains.

Professional Attributes

• Excellent analytical and problem-solving skills.
• Ability to translate business questions into data-driven insights.
• Strong communication and stakeholder engagement skills.
• Ability to work independently and manage multiple priorities.

Roles & Responsibilities

• Act as a primary customer liaison for Cybersecurity Incident Detection & Response Services.
• Own client commun ication, engagement/onboarding, escalations, operational reporting, and
• service health dashboards.
• Ensure adherence to FedRAMP/DoD IL standards, audit readiness, SLA/SLO alignment, and
• cross-functional coordination.
• Drive customer satisfaction, quarterly business reviews (QBRs), and continuous service improvement initiatives.

Salary Range

$82,000 - $130000 a year #LI-CM2 </div