Service Delivery Manager

Radware is a leading global provider of cybersecurity and application delivery solutions for virtual, cloud, and software-defined data centers. Our cutting-edge technology helps businesses protect their critical digital assets from cyber threats. We are seeking an experienced Service Delivery Manager to lead our professional services team and manage product escalations to ensure the highest levels of customer satisfaction and service quality.

Job Summary:

The Service Delivery Manager (SDM) will oversee Radware’s professional services team, ensuring successful delivery of projects, services, and solutions to our customers. In this role, you will also manage product escalations, acting as a critical point of contact for both customers and internal teams to resolve issues quickly and efficiently. The ideal candidate will have strong technical and project management skills, as well as the ability to navigate complex customer relationships and drive process improvements.

Key Responsibilities:

Service Delivery Management:

• Provide leadership, guidance, and mentorship to the professional services team, fostering a culture of accountability, collaboration, and customer-centricity.
• Oversee the implementation of Radware’s cybersecurity and application delivery solutions, ensuring compliance with service level agreements (SLAs) and contractual commitments.
• Continuously evaluate and improve internal processes for professional services delivery and escalation management.
• Coordinate with team members to ensure resource availability and effective allocation to customer projects and escalations.
• Manage the professional development of the team, offering training and development opportunities to enhance skill sets and career growth.
• Track and analyze key performance indicators (KPIs) related to service delivery and escalations, ensuring that goals are met or exceeded

Product Escalations Management:

• Serve as the primary escalation point for product-related issues and challenges faced by customers.
• Collaborate with technical support, product management, and engineering teams to drive the resolution of critical escalations.
• Proactively identify root causes of recurring issues and work with internal teams to implement permanent solutions.
• Keep customers informed about the status and progress of escalations, ensuring that communication is clear, transparent, and timely.
• Facilitate clear communication between customers and Radware’s internal teams, ensuring that customer feedback is relayed to the relevant departments to improve product development and service offerings.

Qualifications:

• Minimum of 5-7 years of experience in service delivery, project management, or professional services, preferably within the cybersecurity or technology sector.
• Strong understanding of cybersecurity, networking, or application delivery technologies.
• Proven track record of managing a technical services team and handling escalations in a fast-paced, customer-centric environment.
• Excellent communication and interpersonal skills, with the ability to engage effectively with both technical and non-technical stakeholders.
• Strong problem-solving skills and a customer-first mindset.
• Familiarity with service level agreements (SLAs), key performance indicators (KPIs), and escalation processes.
• Bachelor’s degree in Information Technology, Engineering, or a related field; an advanced degree is a plus.
• Project management certification (PMP, ITIL, or similar) is a plus.

Why Radware:

• Competitive salary and benefits package.
• Opportunity to work with cutting-edge cybersecurity technologies.
• A collaborative and innovative work environment.
• Professional growth and development opportunities.
• Commitment to work-life balance and employee well-being.

If you are an experienced Service Delivery Manager who thrives in a dynamic environment and is passionate about delivering exceptional customer service and driving operational excellence, we encourage you to apply. Join Radware and help shape the future of cybersecurity solutions for our customers.