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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Service Delivery Management and Project Management within Cyber Operations, ensuring client satisfaction through effective communication, compliance monitoring, and process improvement. Holds relevant certifications and a strong background in Information Technology and Information Security.
Highest-signal resume keywords
Service Delivery ManagementProject ManagementInformation Technology ExperienceCompTIA Security+ CertificationCISSP Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Delivery ManagementProject ManagementRoot Cause AnalysisContractual Compliance MonitoringIntegration Process ImprovementCustomer Satisfaction MeasurementService Action PlanningReporting and CommunicationCyber Operations Services DevelopmentPerformance Evaluation
Soft Skills
Problem SolvingInterpersonal SkillsVerbal CommunicationWritten CommunicationTeam Orientation
Certifications & Qualifications
CompTIA Security+ CertificationCISSP CertificationGSECGCIAGCIHCertified Project Management Professional (PMP)
Industry Keywords
Cyber OperationsClient SuccessService EfficiencyService EffectivenessCustomer DeliverableService InterruptionsCapacity TrendsPerformance TrendsService LevelsEscalations
Tech Stack
Tools & technologiesPMP
About the role
Key responsibilities & impact- Lead and inspire the client success team
- Manage the overall Cyber Operations client life cycle
- Ensure client expectations are set, understood, agreed upon and met
- Build and improve integration processes to improve service efficiency, effectiveness and client satisfaction
- Drive responsiveness to clients across the Cyber Operations organization
- Monitor service delivery for contractual compliance
- Provide input to and help deliver transition plans from a customer deliverable perspective
- Recommend contract changes to improve service, increase revenue and customer satisfaction
- Serve as a customer point of contact for service levels, escalations and issues
- Communicate business processes and workflows in layperson's terms
- Develop service action plans based on root cause analysis, trends and customer input
- Communicate service interruptions, root cause analyses, action plans, and capacity/performance trends
- Provide timely, accurate and relevant internal and external reporting
- Provide account-specific information to service suppliers
- Ensure day-to-day service operations communications reach appropriate customer staff
- Deliver cost-effective, standard customer measurements aligned with contracted commitments
- Coordinate actions between clients and service delivery departments
- Mentor, develop and evaluate employee performance
- Help develop and continuously improve Cyber Operations services
- Perform other assigned duties and comply with policies and standards
Requirements
What you’ll need- Bachelor's Degree from a four-year college or university in Information Technology, Information Security/Assurance, Engineering or similar area of study required
- 4-7 years experience in service delivery management required
- 4-7 years Project Management experience required
- 4-7 years Information Technology experience required
- CompTIA Security+ Certification, or one or more certifications in Security/Networking, upon hire preferred
- CISSP certification, or one or more certifications in Security/Networking, upon hire preferred
- GSEC upon hire preferred
- GCIA upon hire preferred
- GCIH upon hire preferred
- Certified Project Management Professional (PMP)-PMI upon hire preferred
- Team-oriented with excellent problem solving, interpersonal, verbal and written communication skills
Benefits
Comp & perks- Employee Resource Groups
- Work/life balance
- Professional training resources
- Volunteer opportunities through “Optiv Chips In”
- Ability and technology necessary to productively work remotely/from home (where applicable)