Service Delivery Manager

Department: SOC

Location:

Tyto Athene is searching for a forward-thinking and self-motivated Service Delivery Manager for Cybersecurity Services to lead an exciting and transformative program in support of our US Federal Government customers. This exciting role requires an appetite for learning, superior attention to detail, the ability to meet tight deadlines, great organizational skills, and the ability to work in a highly collaborative work environment. Business acumen in dealing with senior leaders within the Federal Government is important. You will connect with key business executives and technical leaders to develop long-term relationships and a strong customer portfolio. Your main function will be to liaise between customers and internal teams to ensure timely and successful delivery of our services according to customer needs.

Responsibilities:

• Lead an evaluation of a federal agency's information security program requirements, capability gaps, and opportunities for leveraging shared services to fill gaps

• Develop a shared service adoption roadmap and project schedule in coordination and collaboration with the provider-s subject matter experts

• Develop and manage the project plan and project team to support the timely completion of tasks, deliverables, and milestones

• Effectively prioritize and manage multiple projects and deadlines

• Project and workflow management, including delegation and action item tracking

• Proactively manage risks, issues, and scope changes effectively

• Help resolve blockers pertaining to both internal and external dependencies

• Organize and lead quarterly business review meetings to provide strategic and operational updates on service delivery accomplishments, challenges, and next steps

• Provide status updates (e.g., weekly issues, process improvement implementation updates, project status updates, program performance, and risks)

• Facilitate service delivery meetings and serve as the central point of contact for the shared service customer

• Prepare and present written communications, plans, reports, briefings, and background materials for a wide range of audiences, including federal senior executives

• Facilitate relationships to promote customer satisfaction and to sustain and expand business opportunities between the shared service provider and customer

• Develop strong relationships with executive managers and sponsors, and become a trusted advisor at multiple levels of management

• Ensure client-driven process updates and scope changes are learned and quickly applied by technical teams

• Identify creative solutions to resolve all client issues and escalations

• Create and maintain process documentation, ensuring that all process changes are documented in a timely manner

• Ensure the underlying processes for service execution, fulfillment, and delivery are operating effectively and efficiently

• Define and maintain quality standards based on client and internal standards and best practices

• Ensure that the team is consistently in compliance with our agreed-upon SLAs

• Identify process areas with opportunities for improvement and optimization

• Provide efficiency insights that can inform overall capacity planning

• Coordinate and manage initiatives and projects aimed at improving the services we provide to our customers - including environment availability and stability, system performance reviews, and improvements

Required:

• Bachelor's degree or equivalent combination of education and experience

• Minimum of four (4) years of consulting and/or industry experience. Can be Commercial or Federal, but Federal experience is preferred

• Client-facing experience, ideally in an Information Security-related field

• Relevant experience (at least 2) leading successful IT projects, preferably in the Federal Government

• Ability to clearly communicate project requirements, challenges, and opportunities

• Proven track record of successfully organizing, structuring, and creating cross-functional efforts, projects, and programs

• Proven continuous improvement analytical experience including strong project management and reporting capabilities.

• Ability to apply critical thought processes to develop, recommend and implement strategies and programs that address team objectives

• Ability to embrace ambiguity

• Ability to establish new or improving operational processes

• Excellent written and verbal communication skills

• Strong interpersonal skills and ability to effectively facilitate and communicate at all levels of the organization and across cross-functional teams in a matrix environment

• Capability to lead through influence across all levels of the organization

• Must be results-oriented, self-motivated, energetic, proactive, and a team player, with the ability to think conceptually and strategically

• Experienced in providing metrics inputs to various reporting decks, and communicating key performance indicators to stakeholders in support of business objectives

Desired:

• PMP certification is preferred

• Previous experience with or strong knowledge of Cybersecurity or Security Operations centers (SOC), particularly in a managed services environment, is highly desired

• Previous experience with or strong knowledge of federal shared services is highly desired

Clearance: Active Secret Clearance required

Compensation:

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. The salary range for this position is typically $115K-$140K. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits:

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Flexible Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and maternity/paternity leave

Additional Information:

Tyto Athene is a trusted leader in IT services and solutions, delivering mission-focused digital transformation that drives measurable success. Our expertise spans four core technology domains-Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT-empowering our clients with cutting-edge solutions tailored to their evolving needs. With over 50 years of experience, Tyto Athene proudly support Defense, Intelligence, Space, National Security, Civilian, Health, and Public Safety clients across the United States and worldwide.

At Tyto Athene, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #TeamTyto?

Tyto Athene is an Equal Opportunity Employer and fully complies with all EEOC regulations. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.