Service Delivery Manager

Company Description

About CyberArk:
CyberArk (NASDAQ: CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on Twitter, LinkedIn or Facebook.

Job Description

CyberArk is looking for a passionate, self-driven, customer-centric and energetic Service Delivery Manager.  In this role, you will be responsible for the continuous improvement, advocation and coaching of various ITIL-flavored processes such as Incident Management, Change Management, and Problem Management with their associated tooling.  In essence, all of CyberArk’s team members will be your customers.

Responsibilities:

• Share ownership of Incident Management and Problem Management processes
• Cadenced reporting and presentation of incidents, problems and all related metrics
• Communicate recommendations based on data-driven analyses across the organization and all levels of leadership
• Drive recommendations of quality through trends and metrics
• Collaborate throughout the business to prevent, mitigate or solve technical challenges that impact our service
• Recommend and drive process automation
• Collaborate in various projects as needed

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Qualifications

• 5 years of working within an ITIL Incident Management Framework
• 5 years leading and influencing teams through Incident Management best practices
• Proven communicator with strong verbal and written communication skills
• Ability to communicate and influence cross-culturally/cross-functionally
• Ability to translate high-level objectives into tactical tasks that can be executed upon
• 5 years working with various standard tool sets for escalation, workflow management and metric reporting/visualization
• Experience delivering business process automation using industry-standard tooling
• ITIL certification is a plus

Additional Information

CyberArk is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. 

We are unable to offer Visa sponsorship or transfer at this time. 

The salary range for this position is $91,000 – $130,000/year, plus commissions or discretionary bonus, which will be based on the employee’s performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.