Service Delivery Manager



Service Delivery Manager

Job Profile Summary

Manages the internal operations in a functional area of a financial institution. Designs office workflow system, incorporating use of data processing and computer hardware options. Prepares work schedules and assigns duties to operations personnel to ensure efficient operation of functional area. Compiles required and special reports on operating functions of the functional area. Continuously strives to improve efficiency and ensure conformance to standard procedures and practices.

Job Description

Key responsibilities

providing subject matter expert and lead patching and configuration hardening across the clients IT environment
creating scan policies and configurations;
establishing and maintaining integration into SIEM/SOAR systems;
integrating the platform logs to the security monitoring and threat intelligence toolset for a continuous security monitoring;
vulnerability management tools administration and support;
pro-active management of vulnerabilities identified by the toolset in the CCBA IT Environment;
providing expert input to prioritization of patches as released by respective CCBA service providers;
scheduling and generating vulnerability scans on the Clients IT Environment, weekly report and monthly dashboards with remediation prioritisation and intelligence reporting;
facilitating weekly management meetings with internal and external support teams to discuss and prioritise remediation;
monitoring the health of the enabling solution and perform proactive remediation of any identified issues;
creating Service Desk Tickets for remediation coordination;
performing ad hoc on-demand scans as requested;
coordinating with other teams like application, network etc. for remediation, escalation, and drive to closure; and
developing exception, risk management and prioritization process for remediation;

Service Delivery Requirements


This covers best practices and agreed standards
An example of this is ISO27001 Standards Data Security Standards (PCI-DSS), high service levels and 24/7 availability
Handling disputes by the customers and mediate those disputes between customers and third parties
Project Management

Drive and monitor project deliverables (e.g. projects specific to customers such as (SIEM SOAR SOC as a Managed Service)
Manage monthly billing for the customers
Manage project milestone invoices
Risk Management

Be responsible for the software management
Ensure compliance to governance and compliance standards
Follow best practices and risk management frameworks
Relationship Management

Be responsible for customer retention and upselling
Understand the customer’s strategy and align with the Altron Security best practices
Design requirements with the customers
Ensure improvement input & process optimisation (e.g. how the SOC as a managed service can improve their processes, pro-active reporting etc)
Maintain good relationships with the customers
Develop synergies between the teams (e.g. customer and our Altron Security teams OR the customer and third parties)
Contract & SLA Management

Understanding and presentation of contracts and annexes to the customers
Discussing the contracts with the relevant senior executives (e.g. CIO; CISO etc) for customer sign-on and annual Consumer Pricing Index (CPI) updates
Amend contracts to include additional services required by the customer
Be the conduit between the customer and the internal Altron Security office
Resolve any queries that are SLA related, coming from the customers
Managing deliverables as defined in the Standard Operating Procedures
Assist with SLA management across all parties (internally, externally and with third parties)


SOC Team
Email Security Team
Privileged Access Management
Network Access Control
Reasons for Interaction:

Delivering results & meeting customer expectations- working with Altron Security Teams
Leading and supervising the delivery of the above-mentioned teams
Influencing and persuading these teams and customers
Establish and Monitor Delivery Processes
Problem Solving and Change Management
Reporting and Client Feedback
Audit and Compliance
Managing Customer Expectations
Manage Existing and Create Cost-Effective Systems
Build Partnerships
QUALIFICATIONS, EXPERIENCE, & SKILLS:Educational Qualifications:

Relevant degree or Qualifications (preferably in Information Technology)
Professional Qualifications

Project Management
ITIL, Security or governance qualifications would be advantageous
Years of Experience

3 years’ experience in service management, within a complex organisation.
Service Delivery Management experience
Other requirements

Strong oral and written communications skills.
Relationship building across all levels from senior executives to junior staff both internally and externally
Entrepreneurial and commercial thinking
Proficient in the MS Suite (e.g. Word, Excel, PowerPoint)
Fluency in English is mandatory
Organisational and prioritisation skills.
Excellent administrator with strong attention to detail.
Technology and system savvy.
Numeracy skills.
Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.
Ability to maintain supreme levels of ethical behaviour and confidentiality.
Ability to identify opportunities for improvement

Bachelor’s Degree: Information Technology