Principal Service Delivery Manager for Cybersecurity Operations

$130,295 - $260,590/Yr

CVS Health - Work from home, CA

Full-time - Senior

Work from home, CA

Health and Personal Care Retailers

About the position

The Principal Service Delivery Manager for Cybersecurity Operations is a leadership role responsible for overseeing the delivery of high-quality IT services to clients or internal stakeholders, ensuring alignment with business objectives, and maintaining high customer satisfaction levels. The role requires a strategic mindset, deep understanding of service management best practices, and exceptional communication skills. The Principal Service Delivery Manager will be responsible for ensuring that service delivery processes are well-defined, efficient, and consistently followed, while also leading continuous improvement initiatives. This role will work closely with cross-functional teams, vendors, and clients to ensure that services are delivered in a timely, cost-effective, and secure manner.

Responsibilities

• Lead and oversee the day-to-day service delivery operations, ensuring that all services are delivered within agreed-upon service level agreements (SLAs) and meet customer expectations.
• Own the overall service delivery performance, including quality, cost, and client satisfaction.
• Develop and execute strategies to enhance service delivery efficiency, scalability, and performance across all client accounts.
• Lead a team of service delivery managers, service desk professionals, and technical specialists, providing coaching, mentoring, and performance management.
• Build and maintain strong relationships with key clients, stakeholders, and senior management to ensure their service expectations are met or exceeded.
• Serve as the primary point of contact for key client accounts, ensuring clear communication and effective resolution of issues.
• Understand client business needs and objectives, translating those into actionable service delivery plans and ensuring alignment with internal teams.
• Facilitate regular business reviews and performance meetings with clients to discuss service performance, issues, and continuous improvement opportunities.
• Establish and monitor key performance indicators (KPIs) for service delivery, including operational metrics such as SLA adherence, response times, resolution times, and customer satisfaction.
• Oversee the creation of service reports and dashboards to provide transparency into service performance and identify areas for improvement.
• Ensure that corrective actions are taken in cases of service delivery failure, including conducting root cause analysis and implementing process improvements.
• Design and implement best practices for service delivery, ensuring consistency, efficiency, and continuous improvement across the service portfolio.
• Lead incident, problem, and change management processes, ensuring issues are resolved in a timely and effective manner.
• Ensure that service delivery operations are aligned with ITIL (IT Infrastructure Library) and other industry standards for service management.
• Oversee service readiness activities for new services or projects, ensuring proper testing, training, and documentation are in place prior to delivery.
• Drive the development of long-term service delivery strategies, ensuring alignment with business objectives, industry trends, and emerging technologies.
• Lead the identification and implementation of continuous improvement initiatives to enhance service delivery capabilities, optimize operational efficiency, and increase client satisfaction.
• Ensure that resources (personnel, tools, and systems) are allocated effectively to support current and future service delivery requirements.
• Identify and manage risks related to service delivery, ensuring that appropriate mitigation strategies are in place.
• Ensure that all services are delivered in compliance with industry regulations, company policies, and best practices.
• Lead disaster recovery, business continuity planning, and incident response efforts related to service delivery.
• Oversee the budget for service delivery operations, ensuring financial targets are met and resources are utilized efficiently.
• Manage resource allocation, ensuring that service delivery teams have the right skills and capacity to meet customer needs and expectations.

Requirements

• Minimum of 8-10 years of experience in service delivery management, operations, or IT service management.
• Proven track record of successfully managing large-scale, complex service delivery operations, preferably in an IT, technology, or managed services environment.
• Strong experience in client-facing roles, building and maintaining customer relationships at the executive level.

Nice-to-haves

• ITIL Expert or ITIL Practitioner certification.
• PMP (Project Management Professional) or equivalent project management certification.
• Lean Six Sigma or similar process improvement certifications.
• Certified ScrumMaster (CSM) or Agile certification (if applicable).

Benefits

• Full range of medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Employee Stock Purchase Plan.
• Fully-paid term life insurance plan.
• Short-term and long-term disability benefits.
• Numerous well-being programs.
• Education assistance.
• Free development courses.
• CVS store discount.
• Discount programs with participating partners.
• Paid Time Off (PTO) or vacation pay.
• Paid holidays throughout the calendar year.