Service Delivery Manager

About Rackspace Cyber Defence

Rackspace Cyber Defence is our next generation cyber defence and security operations capability that builds on 20+ years of securing customer environments to deliver proactive, risk-based, threat-informed and intelligence driven security services.

Our purpose is to enable our customers to defend against the evolving threat landscape across on-premises, private cloud, public cloud and multi-cloud workloads.

Our goal is to go beyond traditional security controls to deliver cloud-native, DevOps-centric and fully integrated 24x7x365 cyber defence capabilities that deliver a proactive, threat-informed, risk-based, intelligence-driven approach to detecting and responding to threats.

Our mission is to help our customers:

• Proactively detect and respond to cyber-attacks – 24x7x365.
• Defend against new and emerging risks that impact their business.
• Reduce their attack surface across private cloud, hybrid cloud, public cloud, and multi-cloud environments.
• Reduce their exposure to risks that impact their identity and brand.
• Develop operational resilience.
• Maintain compliance with legal, regulatory and compliance obligations.

What we’re looking for

To support our continued success and deliver a Fanatical Experience™ to our customers, Rackspace Cyber Defence is looking for an India-based Security Delivery Manager.

This role is particularly well-suited to a self-starting, experienced and motivated Security Delivery Manager, who is commercially-aware, service-oriented and has a proven record of accomplishment in service delivery management, service management and/or customer success.

The Security Delivery Manager will be the face of Rackspace’s security services, delivering excellent customer service for our customers. Core delivery areas will include service delivery management, operational governance, contractual management, and financial performance.

Key Accountabilities

• Service Delivery Management
  • Oversight of customer onboarding and service transition.
  • Own the customer relationship and act as the customer’s key contact for your assigned customers.
  • Act as a service escalation point for internal and external teams (e.g. during major incidents.)
  • Prepare and deliver Monthly Security Service Reviews (MSSRs)
  • Serve as the operational interlock between customers and Rackspace delivery team(s).
  • Collaborate with wider account team(s) to deliver strategic initiatives.
  • Provide on-call services to customers (if applicable) 
  • Proactively engage customers and identify opportunities for continual service improvement (CSI)
  • Build strong relationships with assigned customers and understand their business challenges.
  • Identify and drive opportunities to grow assigned accounts, in collaboration with the wider account team(s)
  • Solicit customer feedback ,testimonials, case studies and references to support both Customer Success and continuous improvement initiatives.
  • Willing to work in flexible working hours.
• Operational Governance
  • Regular engagement with internal service providers
  • Managing the performance of internal teams
  • Driving customer outcomes through service delivery teams
  • Assist in the development of policies and standards with specific regard to service design, service transition, service management and continuous service improvement.
  • Maintain service documentation to ensure business visibility of service processes. 
• Contractual Management
  • Be the subject matter experts for your customers’ security contracts.
  • Ensuring new requirements are captured and contractually incorporated.
  • Ensure the required teams are engaged for key contractual milestones e.g renewals.
• Financial Performance
  • Monitor and manage the financial performance for your assigned customers contracts.
  • Forecast financial performance throughout the life of the service.
  • Highlight key commercial levers that may affect financial performance to key internal stakeholders.
  • Where possible, identify and deliver financial performance enhancing measures. 

Skills & Experience

• Should have 5+ years’ experience in service delivery management, service management and/or customer success; ideally within a managed security services (MSSP) environment.
• Experience in monitoring and improving service performance.
• Managing key stakeholders both internal and external, understanding expected outcomes
• Experience of working with public cloud environments such as Azure, AWS and Google Cloud Platform.
• Experience of common service management standards such as ITIL or ISO 20000; as well as service transition.
• Knowledge of common project management practices such as Prince II, Agile and SCRUM; ideally in a DevOps-centric environment.
• Knowledge of security standards (good practice) such as NIST, ISO27001, CIS (Center for Internet Security), OWASP and Cloud Controls Matrix (CCM) etc
• Ideally, you will have experience delivering managed security services such as Attack Surface Management, Managed Detection & Response, Managed Extended Detection & Response and/or Defensive Security Services.
• A highly self-motivated and proactive individual who wants to learn and grow and has an attention to detail.
• Highly organised and detail oriented. Ability to prioritise, multitask and work under pressure.
• An individual who shows a willingness to go above and beyond in delighting the customer.
• A good communicator who can explain security concepts to both technical and non-technical audiences.

About Rackspace Technology

Rackspace Technology is the trusted operator of the full enterprise AI stack, from governed private cloud to AI inference and agents in production. From edge to core to cloud, we operate the infrastructure, data layer, and software integration to deliver business outcomes with the predictable cost, reliability, security, and compliance that regulated and mission-critical environments demand. We support customers in more than 120 countries with AI capabilities spanning private cloud, public cloud, applications, data and cyber resilience.

More on Rackspace Technology

Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.