Service Delivery Manager

Armis is looking for a few of the very best people in their field to join our A-team of big thinkers, doers, movers, and shakers. This unique opportunity truly offers the best of all worlds—start up culture, enterprise level benefits and security, and top pay for the industry. Got your attention yet? Good, keep reading, it only gets better.

Ok, so what exactly does Armis do?

Connected assets are growing at an explosive rate, across every industry and every geo. In today’s world of smart devices and BYOD, these assets come from every direction and are found in every possible environment and industry. And they’re critical to success for every enterprise. And because every single asset represents a very real potential vulnerability, they’re also the last line of defense against today’s sophisticated cyber criminals. 

Armis gives companies of every size—across every industry and geo—complete asset visibility, contextual intelligence, and continuous security. We have partnerships and integrations with the planet’s leading tech and cybersecurity players. And we’re building an incredibly smart and diverse global team of thought-leading technologists, creative visionaries and proven game changers who are ready to take Armis to the next level.

Location: This is a 100% remote position and we are considering candidates from any major city in the USA

Armis is looking for a result-oriented and experienced individual for the role of Service Delivery Manager to help in supporting our high-value professional services engagements. This role is pivotal in delivering exceptional service and building long-term value for our top-tier clients. The successful candidate will be responsible for managing independent engagement workflow outside of our current service levels, tailored to meet the unique needs of delivering professional services to our customers beyond product adoption

Key Responsibilities:

Service Delivery Leadership:

• Develop and execute on the engagements for both Professional Service and Managed Threat Services (MTS) clients, ensuring alignment with their unique needs and Armis’s capabilities.
• Coordinate with various teams to deliver a comprehensive range of professional services including partner collaborations, Engineering Services, Managed Threat Services, Industry Vertical experts, and other advanced services.

Client Relationship Management:

• Establish and maintain strategic relationships with both Professional Services and MTS-level clients, understanding their business challenges and aligning Armis's services to address these challenges.
• Serve as the primary point of contact for both Professional Services and MTS clients, ensuring seamless communication and top-tier service delivery.

Internal Collaboration:

• Lead the resources allocated to relevant engagements, setting clear goals and expectations, and fostering a culture of excellence.
• Collaborate closely with other teams engaged in the accounts while maintaining distinct ownership and accountability for Professional Services and MTS engagements.
• Give prompt feedback to Services management on the progress of engagements and any potential escalations.
• Collaborate with Product and Engineering teams to ensure customer needs are met.

Strategic Planning and Implementation:

• Identify opportunities for value creation within the Professional Services and MTS service tiers and develop innovative solutions to enhance client satisfaction and loyalty.
• Track, analyze, and report on engagement success, utilizing insights to continuously improve service delivery.

Quality Assurance and Compliance:

• Ensure all Professional Service and MTS engagements adhere to Armis's high standards of service quality, compliance, and client confidentiality.
• Monitor and manage risks, ensuring timely resolution of issues and maintaining client trust.

Qualifications:

• Bachelor’s degree in Business, Management, or a related field; MBA is a plus.
• Minimum of 5 years’ experience in customer service, project management, or consulting, with a focus on technology (cybersecurity a plus)
• Proven experience in managing high-value client relationships and delivering professional services.
• Strong leadership skills with experience in managing assigned resources and cross-functional projects.
• High level understanding of Managed Threat Services and Threat Intelligence (experience in Risk Management and Mitigation a plus)
• Exceptional communication