Service Delivery Manager

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    "ExternalDescriptionStr": "<p><span lang=\"EN-CA\"><strong>Service Delivery Manager&nbsp;(Contract)</strong></span></p><p><span lang=\"EN-CA\">We are looking for a Contact Service Delivery Manager&nbsp;(SDM) to join the Security Operations as-a-Service (SOCaaS) team. We are a dynamic, inspired, and energetic team looking for a like-minded individual to join us on our journey. Reporting to the Team Lead, Service Delivery, this role requires the following:</span></p><ul style=\"list-style-type: disc; padding-left: 66px;\"><li><p><span lang=\"EN-CA\">Build trust and relationships with customers through successful SOCaaS delivery</span></p></li><li><p><span lang=\"EN-CA\">Customer management ownership, including issue escalation and resolution</span></p></li><li><p><span lang=\"EN-CA\">Keeping all SOCaaS Management stakeholders informed of customer status</span></p></li><li><p><span lang=\"EN-CA\">Identify and lead the development and improvement of Service Delivery processes</span></p></li><li><p><span lang=\"EN-CA\">Ownership of all SDM process deliverables</span></p></li></ul><p style=\"margin: 5pt 0in;\"><span style=\"color: rgb(51, 51, 51); font-family: Helvetica, sans-serif;\"><span lang=\"EN-CA\"><strong>Responsibilities</strong></span></span></p><ul style=\"list-style-type: disc; padding-left: 66px;\"><li><p><span lang=\"EN-CA\">Coordinate directly with Pre-Sales teams with SOCaaS Proof-of-Concepts and Paid Customers onboarding.</span></p></li><li><p><span lang=\"EN-CA\">Support SOCaaS service delivery to customers in different stages of requirement gathering, onboarding, delivery, and customer service maintenance.</span></p></li><li><p><span lang=\"EN-CA\">Conduct regular service review meetings with customers to further improve their experience with SOC services.</span></p></li><li><p><span lang=\"EN-CA\">Full end-to-end ownership of all customer Service Requests to completion, including escalation to SOCaaS Engineering and Operations teams.</span></p></li><li><p><span lang=\"EN-CA\">Communicate with Fortinet internal stakeholders on project performance and project issues</span></p></li><li><p><span lang=\"EN-CA\">Contribute to the documentation of new and existing processes to deliver better customer experience</span></p></li><li><p><span lang=\"EN-CA\">Participate in internal meetings and provide project progress and customer status summaries</span></p></li><li><p><span lang=\"EN-CA\">Communicate customer concerns, questions, and conflicts to management and service delivery and supporting SOCaaS teams.</span></p></li><li><p><span lang=\"EN-CA\">Collect customer feedback and work with Product owners on technology and service improvement opportunities to enhance SOCaaS features and benefits.</span></p></li><li><p><span lang=\"EN-CA\">Generate status reports and schedule or attend meetings to disseminate appropriate information to stakeholders.</span></p></li></ul><p style=\"margin: 5pt 0in;\"><span style=\"color: rgb(51, 51, 51); font-family: Helvetica, sans-serif;\"><span lang=\"EN-CA\"><strong>Required Skills &amp; Experiences</strong></span></span></p><ul style=\"list-style-type: disc; padding-left: 66px;\"><li><p><span lang=\"EN-CA\">3+ years of experience in a customer facing service delivery and management leadership role within professional services or consulting organization</span></p></li><li><p><span lang=\"EN-CA\">Project Management expertise specifically demonstrated success managing multiple customers on a long-term basis.</span></p></li><li><p><span lang=\"EN-CA\">Daily, weekly, monthly status reporting</span></p></li><li><p><span lang=\"EN-CA\">Demonstrated experience delivering project deliverables on-time through an iterative continuous improvement process.</span></p></li><li><p><span lang=\"EN-CA\">Demonstrated understanding of Information Security and Data Protection requirements&nbsp;</span></p></li><li><p><span lang=\"EN-CA\">Strong understanding of network concepts, protocols, services and technologies</span></p></li><li><p><span lang=\"EN-CA\">Strong understanding of layered security at data, OS and network levels</span></p></li><li><p><span lang=\"EN-CA\">Familiar with SOC use case development and daily monitoring and operations</span></p></li><li><p><span lang=\"EN-CA\">Familiar with Cyber Kill Chain (Lougheed-Martin, MITRE)</span></p></li><li><p><span lang=\"EN-CA\">Familiar with Incident Response playbooks, processes, and procedures</span></p></li><li><p><span lang=\"EN-CA\">Familiar with Network and Security technologies such as Firewalls, SIEM, SOAR.</span></p></li><li><p><span lang=\"EN-CA\">Experience with Fortinet products is preferred.</span></p></li><li><p><span lang=\"EN-CA\">Experienced with log\\data analysis, visualization, and management tools</span></p></li><li><p><span lang=\"EN-CA\">Familiar with Security Risk Assessment and Management</span></p></li><li><p><span lang=\"EN-CA\">Familiar with ITIL framework and have experience with ITSM platforms</span></p></li><li><p><span lang=\"EN-CA\">Familiar with security compliance standards and frameworks such as ISO27K and NIST Cybersecurity Framework</span></p></li></ul><p style=\"margin: 5pt 0in;\"><span style=\"color: rgb(51, 51, 51); font-family: Helvetica, sans-serif;\"><span lang=\"EN-CA\"><strong>Required Soft Skills</strong></span></span></p><ul style=\"list-style-type: disc; padding-left: 66px;\"><li><p><span lang=\"EN-CA\">Superior Professional skills, Interpersonal skills, active listening, client facing experience</span></p></li><li><p><span lang=\"EN-CA\">Excellent written and verbal communication, time management and organizational skills</span></p></li><li><p><span lang=\"EN-CA\">Ability to work as a team player, with strong interpersonal and communication skills</span></p></li><li><p><span lang=\"EN-CA\">Adept in planning, working in a fast-paced dynamic environment, and multi-tasking skills</span></p></li><li><p><span lang=\"EN-CA\">Strong Project Management skills&nbsp;&nbsp;</span></p></li><li><p><span lang=\"EN-CA\">Superior problem-solving, analytic, and decision-making skills</span></p></li><li><p><span lang=\"EN-CA\">Self-directed, takes initiatives and have leadership skills</span></p></li><li><p><span lang=\"EN-CA\">Understands the importance of discipline, consistency, and communication</span></p></li></ul><p style=\"margin: 5pt 0in;\"><span style=\"color: rgb(51, 51, 51); font-family: Helvetica, sans-serif;\"><span lang=\"EN-CA\"><strong>Educational &amp; Certification Requirements</strong></span></span></p><ul style=\"list-style-type: disc; padding-left: 66px;\"><li><p><span lang=\"EN-CA\">Bachelor’s Degree in Information Technology, Information Security/Assurance, Engineering, or similar area of study.</span></p></li><li><p><span lang=\"EN-CA\">At least 3+ years related experience and/or training; or equivalent combination of education and experience preferred.</span></p></li><li><p><span lang=\"EN-CA\">Certifications such as Fortinet Network Security Expert (NSE) Training, Certified Information Systems Security Professional (CISSP), ITIL 4 Foundation (service management), PMP (project management), and CCNA/CCNP (network technical knowledge).</span></p></li></ul><p>&nbsp;</p><p>The Canada base salary range for this full-time position is expected to be between $87,000 - $107,000 annually. &nbsp;Wage ranges are based on various factors including the labour market, job type, and job level. &nbsp;Exact salary offers will be determined by factors such as the candidate’s subject knowledge, skill level, qualifications, and experience.</p><p>This job posting represents an existing vacancy.</p><p>Fortinet strives to provide you and your family with a comprehensive benefits package. Benefits eligibility starts on your first day of hire and comprises of 100% company paid medical, dental, and vision coverage, including a Health Spending Account and a Personal Spending Account that gives you flexibility to spend where you need it the most. Our Employee &amp; Family Assistance Plan (EFAP) offers you and your family access to various services like counseling, legal advice, mental health resources etc. We also provide critical illness, disability, and life insurance, as well as a Group Registered Retirement Savings Plan (RRSP) with a company match to help you save faster for retirement. We offer competitive Paid Time Off and flexible leave policies, including paid health days, to help you take care of yourself and your family members.</p><p>All roles are eligible to participate in the Fortinet equity program. &nbsp;Bonus eligibility is reviewed at time of hire and annually at the Company’s discretion.</p><p>Why Join Us:<br>We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being. &nbsp;</p><p>Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 890,000+ customers around the globe.&nbsp;</p>",
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