About the position
Tanium is seeking an energetic, detail-oriented and highly strategic Services Delivery Manager (SDM) to oversee the delivery of support to clients, act as the primary point of contact for Global Support ensuring services are provided efficiently, effectively and in accordance with contract terms. As an SDM, you will manage service level agreements, coordinate across multiple teams, work to improve service quality, deliver customer reporting requirements and increase overall customer satisfaction. This role will interact with various teams and levels of management, and the right candidate must have the ability to effectively communicate. The SDM must be able to roll up their sleeves, while also keeping the bigger picture in mind when sharing any findings or narratives with the rest of the business and/or external client. The ideal candidate is detail-oriented, independent, confident speaking to a group, and naturally inquisitive. This person may also maintain strategic alignment with operational teams and leadership, provide value-add business insights and organizational support, and build programs and efficient processes that drive growth. This is a hybrid position, which will require in person attendance 3 days a week in Addison, Texas.
Responsibilities
- Serve as the main point of contact for clients, addressing concerns, escalating issues, and providing regular updates.
- Manage the end-to-end service delivery lifecycle, from planning and execution to monitoring and reporting post deployment.
- Analyze service delivery metrics, identify trends, and implement strategies for improvement.
- Develop and implement service delivery processes, tools, and best practices to enhance efficiency and productivity.
- Ensure that service delivery meets agreed-upon SLAs and other contractual obligations.
- Address and resolve service-related issues and incidents, including root cause analysis and corrective actions.
- Provide regular reports on service delivery performance, including key metrics and customer feedback.
- Communicate with Tanium’s executive leadership on sensitive efforts.
- Manage complex and cross-functional team efforts, and be responsible for the result.
- Track progress, resolve dependencies, evaluate risks, and communicate updates across all levels of leadership.
- Build relationships based on trust and influence with multiple teams without disrupting the day-to-day intensity of a fast-growing company.
- Track project progress, identify risks, and proactively mitigate potential issues for successful outcomes.
- Develop and implement strategies for streamlining workflow and operational efficiency enhancement.
- Continuously evaluate and refine processes to align with industry best practices and company objectives.
Requirements
- Bachelor’s degree required; Master’s degree preferred or equivalent experience.
- 3-5+ years of professional work experience; preferred proven experience working within high-growth, technology companies.
- Proven experience collaborating and partnering directly with senior leaders at the C-level or above.
- 2+ years of experience with data visualization and reporting tools, including advanced proficiency in Power BI, Tableau, Periscope and other similar tools.
- Experience in software, ideally security, IT ops, or AI.
- Experience in creating processes and improving processes.
- Leadership and influence skills.
- Excellent business and financial acumen.
Nice-to-haves
- Thrives in fast-paced environment.
- Deeply curious and determined to find solutions to systems challenges.
- Accumulated technical expertise and domain knowledge (e.g. MS in Computer Science, or experience in IT or cybersecurity).
Benefits
- Annual base salary range of $65,000 to $195,000.
- Equity awards.
- Medical, dental and vision plan.
- Family planning benefits.
- Health savings account.
- Flexible spending account.
- Transportation savings account.
- 401(k) retirement savings plan with company match.
- Life, accident and disability coverage.
- Business travel accident insurance.
- Employee assistance programs.
- Disability insurance.
- Volunteer time off (VTO) to contribute to the communities.
