Avertium is the security partner that companies turn to for end-to-end cybersecurity solutions that attack the chaos of the cybersecurity landscape with context. By fusing together human expertise and a business-first mindset with the right combination of technology and threat intelligence, Avertium delivers a more comprehensive, more programmatic approach to cybersecurity – one that drives action on the ground and influence in the boardroom. That’s why over 1,200 mid-market and enterprise-level organizations across 15 industries turn to Avertium when they want to be more efficient, more effective, and more resilient when waging today’s cyber war. Show No Weakness® Avertium will focus its comprehensive expertise on supporting mid-to-large enterprises, making it one of the largest managed cybersecurity services companies focused on this market. Avertium is led by Bill Carroll, a security industry veteran, who has previously held executive leadership roles at a variety of successful technology and security companies. For more information and career opportunities, visit https://www.avertium.com/.

Avertium is the managed security and consulting provider that companies turn to when they want more than check-the-box cybersecurity. In today’s threat landscape, your not-so-standard processes, workflows, and vulnerabilities require more than just a standard approach to cybersecurity. You need a smarter, stronger approach based on more rigor, more relevance, and more responsiveness. That is why more than 1,200 organizations in every sector from manufacturing to financial services, healthcare to technology and business services to hospitality rely on Avertium for cybersecurity services. 

As a Service Delivery Manager, you will handle the high-quality delivery of Avertium Managed Services that meet and exceed the needs of customers. You will work directly as member of Avertium’s Cyber Fusion Center to oversee delivery of Avertium’s security services to an assigned portfolio of accounts. Customer will look to you not only as their primary advocate but also the accountable person responsible that expectations are being met and obligations fulfilled.

Responsibilities:

Service Delivery/Operational Management:

Prioritize and execute Avertium resources for customer contract support and delivery.

Ensure customer satisfaction to meet CSAT objectives.

Facilitate organizational consensus on complex issues.

Provide strategic account support with technical and operational insights into industry trends and customer needs.

Utilize extensive technical and business knowledge to guide organizational strategies and direction.

Analyze and recommend solutions for senior management on strategic operational matters.

Manage resource forecasting, requirements, and staffing to meet demand.

Align delivery resources with business needs, optimizing staff talents.

Support team execution by removing barriers.

Foster a growth-oriented and high-performance work environment.

Ensure adherence to HR, legal, financial, ethics, and governance policies.

Enhance operational maturity within account portfolios.

Customer/Relationship Management:

Manage and grow executive customer relationships for strategic accounts.

Resolve complex issues with significant business impact.

Establish trusted advisor partnerships in service delivery management.

Represent Avertium in industry organizations.

Potential to act as Account Sponsor.

Escalate major account issues to Leadership with solutions.

Financial Management:

Oversees financial execution of programs within the portfolio of accounts, aiming to meet or exceed the original Plan of Record.

Maintains program budgets with the capability to present reliable forecasts.

Collaborates with senior leadership to formulate corrective plans for addressing issues that impact financial performance.

Shapes the strategic agenda and creates the context for successful partnerships that generate significant business.

Leads the development of organizational business operating plans.

Drives Avertium's business goals and initiatives to successful implementation within the organization.

Manages and coaches the team to achieve best-in-class customer experience, reduce delivery costs, and attain trusted advisor status with customers.

Partners across the business unit management team to achieve broader Avertium business targets.

Identifies, develops, and drives tactical projects to support the SDM community in achieving business goals.

Qualifications:

Required Skills:

Possesses extensive knowledge of contemporary approaches to managing Threat Detection and Exposure Management operations.

Experience with extended detection and response (XDR) solutions; preferably Microsoft Defender or SentinelOne.

Exhibits superior influence and negotiation skills, particularly in crisis and conflict management situations.

Demonstrates the ability to understand and analyze issues or problems to formulate and implement corrective action plans.

Proactively and effectively manages risk on high to very high-risk projects.

Capable of developing and presenting high-impact messages to executive-level management.

Displays superior communication skills, both verbal and written, with the capability to represent Avertium at external customer and industry events.

Shows strong ability to lead and coordinate teams, including both global and virtual teams.

Exhibits strong negotiation skills within workgroups, customers, and Avertium management.

Customer- and relationship-focused, process-driven, metric-focused, results-oriented, organized, self-directed.

Ability to multi-task and find innovative solutions to problems.

Preferred Skills:

Ability to build & manage strong customer relationship at the executive level.

Capable of applying business management principles, financial concepts, and contractual knowledge to analyze business needs and develop strategic recommendations.

Utilizes appropriate knowledge and methodologies to resolve highly complex business issues with significant organizational impact.

Develops and consistently implements Quality and Continuous Improvement Plans.

Demonstrates solid project budgeting and forecasting skills.

Acquires and applies industry sector knowledge (e.g., finance, manufacturing) to benefit customer initiatives.

BA/BS in Business Administration, Finance, Computer Science, or an equivalent combination of education and/or experience.

One (1) to two (2) years of experience managing professional or managed services engagements in an Information security and cybersecurity industry setting.

Three (3) to Five (5) years of information security or cyber security experience.

Advanced proficiency in analytical, organizational, project management, interpersonal and communication skills (verbal and written).

In addition to a career in the challenging world of cyber security, Avertium offers competitive salaries, full benefits, unlimited paid time off, participation in 401(k), and opportunities for professional growth and development. We offer the opportunity to work with cutting-edge security technologies in a stimulating work environment.

Avertium provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Service Delivery Manager

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