Cyber Service Excellence Lead

1 week ago

shimoga, India beBeeServiceDelivery Full time

About this role:The Service Delivery Manager will own the key service delivery relationship, delivering excellence in service assurance and client satisfaction. This involves liaising with internal technical staff on behalf of the client, providing generalist Cyber consultancy, and assisting with uncovering growth opportunities.This role is focused on delivering SOC services for our customers. Experience with SOC, SIEM, and understanding of Cyber security are highly valued in this position.A successful candidate in this role would have a good balance between customer service, technical knowledge, and experience dealing with C-level executives.Key responsibilities:Prepare and present client operational reports at monthly meetingsClient SLAs and reporting, including driving enhancements to meet client expectationsEnsure L1 and L2 analysts are meeting SLA and following procedures to deliver high-quality servicesDevelop great report writing skills to effectively communicate with clientsOnboard new Clients efficiently and effectivelyContinuously improve operations and client engagement through proactive planning and executionDevelop Continual Service Improvement Plans (CSIP) for client patch managementGain a deep understanding of the client's business, including orchestration of strategic business planning, roadmaps, and workshopsRisk and Issue Management to ensure client confidence and trustProblem Management to resolve issues quickly and efficientlyScope Management to define project boundaries and ensure client expectations are metChange Management to minimize disruptions to client operationsMajor incident management to restore service quickly and minimize downtime

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