Principal Service Delivery Manager for Cybersecurity Operations

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Position Summary

The Principal Service Delivery Manager for Cybersecurity Operations is a leadership role responsible for overseeing the delivery of high-quality IT services to clients or internal stakeholders, ensuring alignment with business objectives, and maintaining high customer satisfaction levels.  The role requires a strategic mindset, deep understanding of service management best practices, and exceptional communication skills.

The Principal Service Delivery Manager will be responsible for ensuring that service delivery processes are well-defined, efficient, and consistently followed, while also leading continuous improvement initiatives. This role will work closely with cross-functional teams, vendors, and clients to ensure that services are delivered in a timely, cost-effective, and secure manner.

Key Responsibilities:

Service Delivery Leadership:

• Lead and oversee the day-to-day service delivery operations, ensuring that all services are delivered within agreed-upon service level agreements (SLAs) and meet customer expectations.
• Own the overall service delivery performance, including quality, cost, and client satisfaction.
• Develop and execute strategies to enhance service delivery efficiency, scalability, and performance across all client accounts.
• Lead a team of service delivery managers, service desk professionals, and technical specialists, providing coaching, mentoring, and performance management.

Client Relationship Management:

• Build and maintain strong relationships with key clients, stakeholders, and senior management to ensure their service expectations are met or exceeded.
• Serve as the primary point of contact for key client accounts, ensuring clear communication and effective resolution of issues.
• Understand client business needs and objectives, translating those into actionable service delivery plans and ensuring alignment with internal teams.
• Facilitate regular business reviews and performance meetings with clients to discuss service performance, issues, and continuous improvement opportunities.

Service Performance Management:

• Establish and monitor key performance indicators (KPIs) for service delivery, including operational metrics such as SLA adherence, response times, resolution times, and customer satisfaction.
• Oversee the creation of service reports and dashboards to provide transparency into service performance and identify areas for improvement.
• Ensure that corrective actions are taken in cases of service delivery failure, including conducting root cause analysis and implementing process improvements.

Operational Excellence:

• Design and implement best practices for service delivery, ensuring consistency, efficiency, and continuous improvement across the service portfolio.
• Lead incident, problem, and change management processes, ensuring issues are resolved in a timely and effective manner.
• Ensure that service delivery operations are aligned with ITIL (IT Infrastructure Library) and other industry standards for service management.
• Oversee service readiness activities for new services or projects, ensuring proper testing, training, and documentation are in place prior to delivery.

Strategic Planning & Continuous Improvement:

• Drive the development of long-term service delivery strategies, ensuring alignment with business objectives, industry trends, and emerging technologies.
• Lead the identification and implementation of continuous improvement initiatives to enhance service delivery capabilities, optimize operational efficiency, and increase client satisfaction.
• Ensure that resources (personnel, tools, and systems) are allocated effectively to support current and future service delivery requirements.

Risk Management & Compliance:

• Identify and manage risks related to service delivery, ensuring that appropriate mitigation strategies are in place.
• Ensure that all services are delivered in compliance with industry regulations, company policies, and best practices.
• Lead disaster recovery, business continuity planning, and incident response efforts related to service delivery.

Budget and Resource Management:

• Oversee the budget for service delivery operations, ensuring financial targets are met and resources are utilized efficiently.
• Manage resource allocation, ensuring that service delivery teams have the right skills and capacity to meet customer needs and expectations.
   

Required Qualifications

• Minimum of 8-10 years of experience in service delivery management, operations, or IT service management.
• Proven track record of successfully managing large-scale, complex service delivery operations, preferably in an IT, technology, or managed services environment.
• Strong experience in client-facing roles, building and maintaining customer relationships at the executive level.

Preferred Qualifications

• ITIL Expert or ITIL Practitioner certification.
• PMP (Project Management Professional) or equivalent project management certification.
• Lean Six Sigma or similar process improvement certifications.
• Certified ScrumMaster (CSM) or Agile certification (if applicable).

Education

• Bachelor’s degree in Business Administration, Information Technology, or a related field (or equivalent experience).

Pay Range

The typical pay range for this role is:

$130,295.00 - $260,590.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.  This position also includes an award target in the company’s equity award program. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. 
 
For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 01/29/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.