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Service Delivery Manager

ISA is a Canadian Cyber Security Solutions provider that has served Canadian businesses for over 27 years. Our company supports enterprise organizations, governments & healthcare institutions as well as hundreds of commercial business across Canada. We are currently inviting passionate Service Delivery Managers who have built a career in Cyber Security to join our Canadian team to support our growth. ISA operates a 24x7x365 SOC Type 2 Cybersecurity Intelligence and Operations Center with offices in Canada and Europe.

Our team of professionals bring a multidisciplinary approach to the Cyber Security landscape and this is manifested in our expertise in delivering a variety of services out of our CIOC (SOC) including:

  • Incident Response and Remediation
  • Forensic Analysis Lab
  • Proactive and Predictive Threat Hunting and Rules Correlation Development
  • Bespoke Custom scripts building for Managed Security into Cloud environments
  • Red Team, Purple Team, Blue Team exercises, playbooks and advisory 
  • Expertise across the hosting and management of numerous SIEM technologies
  • Penetration Testing and Security Assessments 
  • Full service Security Engineering and Architecture expertise across Networks, Endpoints and the latest cloud security gateway solutions

Reporting to the Vice President of Technical Services Delivery, the Service Delivery Manager will work with the Cybersecurity Intelligence & Operations Centre (CIOC) team of individuals dedicated to the following:

  • Endpoint Security Implementation & Management
  • Network Security Implementation & Management 
  • Operational Security Support
  • Cybersecurity Technology Documentation
  • Cybersecurity Operations Documentation
  • Cybersecurity Incident Management 
  • Cybersecurity Change Management
  • Cybersecurity Attack/Compromise Investigation
  • Security Information and Event Management 
  • Red team/Blue team exercises

The Service Delivery Manager will have client-facing responsibilities and will need to be experienced in the fulfillment and delivery of Cybersecurity solutions. The Service Delivery Manager will be expected to manage the relationship between clients and the Sales and Cybersecurity Intelligence & Operations teams as well as developing and driving the relationship forward towards positive growth. 

The ideal candidate for the Service Delivery Manager role will have the following responsibilities:

Service Management

  • Maintain high performing service support functions including Managed Service Support, Hosted Solutions Support and Strategic Client Support
  • Facilitate Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required 
  • Facilitate escalation process, take ownership of major incidents to ensure coordination of resolving parties , effective communication to stakeholders and post incident review
  • Monitor and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Champion Service and Support excellence via constant soliciting of client feedback and integrating that into the Service Delivery Vehicle for continuous improvement
  • Liaise with clients for the purpose of identifying pain points, needs, value and overall risk concerns ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
  • Drive internal and third party service review meetings covering performance, service improvements, and overall improvement of the client experience 
  • Facilitate client awareness and training to reduce issue escalation rates as well as higher Solved on First Call metric

Technical

  • Acquire and maintain detailed knowledge of Cybersecurity Intelligence & Operations Centre Service Elements including architecture and deliverables overview
  • Provide recommendations to the Cybersecurity Intelligence & Operations Centre teams to continually improve the Service Delivery Elements based on client feedback
  • Work with the Sales and Cybersecurity Intelligence & Operations Centre teams to evolve standards for services, software and overall security in the client environment 

Performance & Quality

  •  Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Work with clients and the Sales and Cybersecurity Intelligence & Operations Centre teams to identify and capitalize on opportunities to develop and improve services
  • Provide regular and accurate management reporting on Service Level metrics including Key Performance Indicators 
  • Be an ambassador for Cybersecurity, working across the business to provide effective communication on Cybersecurity matters and build relationships with other teams to ensure effective dialogue between departments

The ideal candidate for the Service Delivery Manager role will have the following qualifications:

Desired Qualifications

  • A passion for Service Excellence and Continuous Improvement
  • Experienced Service Management professional
  • ITIL Qualified or demonstrate expert knowledge of ITIL disciplines
  • Previous experience as a Service Delivery Manager or demonstrable experience in client relationship management 
  • Experience of facilitating 3rd parties and 3rd party Service Delivery 
  • Supporting large-scale and diverse environments of incident management, escalation procedures and related disciplines
  • Excellent leadership and people management skills 
  • Excellent written and verbal communication skills 
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Excellent organizational skills 
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and able to take responsibility 
  • Able to manage and prioritize tasks and time efficiently 
  • Able to demonstrate initiative and a proactive approach to daily tasks 

Required Skills 

  • Exceptional cybersecurity investigative and problem solving skills 
  • Excellent organizational skills 
  • Strong ability to "think outside of the box" and look at problems and operational activities beyond technical scope, considering business and political aspects 
  • Strong ability to work independently and handle multiple tasks concurrently and efficiently 
  • Highly adaptable to diverse and faced paced environments
  • Superior verbal and written communication skills in English is mandatory 
  • Assertive and self-motivated to ensure tasks are followed through to "end of job"
  • Great attention to detail and driven to deliver exceptional quality
  • Energetic and positive with a "can do" attitude 

Our team at ISA features a fantastic cross section of cultures from all over the world. A number of perks, good health benefits, fun company outings, monthly recognition awards and an open door policy at all levels of management. World class work tools at your disposal and a commitment by the business to help you develop your career where you want it to go. 

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Contact ISA at 416-591-6711or email us