Description:
We are seeking a dynamic and experienced Program Manager, Services Delivery to join our Product organization working directly with our service delivery team. This role is responsible for understanding, documenting, and articulating all aspects of SecurityScorecard MAX service delivery either directly to the customer or through partners. This role requires someone with experience in service delivery to large enterprise customers as well as globally distributed partner services support. In addition, this role is responsible for project management of all direct customers throughout the customer lifecycle as well as for ensuring all partners are programmatically managed from initial training to ongoing MAX certification. The ideal candidate will have a strong service delivery background, particularly within technical services or managed security service providers (MSSPs), a knack for documenting, standardizing and simplifying complex business processes, and a passion for organizing and optimizing service processes.
Key Responsibilities:
- Subject matter expert on all aspects of service delivery both direct and through partner for our services team, SecurityScorecard MAX
- Hands-on-keyboard experience with API’s, Python, SQL databases and excel, to construct and deconstruct services workflows and translate those workflows into highly automated process designs
- Document processes for product management and engineering to turn into automation
- Develop and maintain comprehensive playbooks, standard operating procedures, and process documentation to guide the services team and partners.
- Use Jira, Trello, and other project management tools to effectively track, organize, and manage service delivery projects.
- Act as a central point of coordination for implementing new product capabilities within the services team and ensuring all testing is done with the internal team prior to release to partners
- Oversee the implementation of partner tier II services support to assist partners when they have issues delivering the MAX service as well as collect feedback on additional product requirements from partners
- Speak directly with customers to deeply understand their business needs
Your Impact:
- Scale fast-growing internal services team to high levels of efficiency and revenue.
- Work directly with Fortune 100 companies to make their supply chains more secure
- Define and set industry standards for Supply Chain Risk Management and Response
Required Qualifications:
- 8+ years of proven experience in service delivery, preferably within MDR, MSSPs, or technical service environments
- Strong project management skills, including experience with tools like Jira and Trello
- Exceptional documentation skills, with a focus on creating clear, actionable playbooks and process guides
- Experience in collaborating with partners for onboarding and training
- Ability to productize customized services and understand the broader service delivery landscape
- Strong operational and support skills, with the ability to handle multiple priorities