Service Delivery Manager

Job DetailsJob Location: Redwood City, CA 94059Position Type: Full TimeSalary Range: $150,000.00 - $165,000.00 Salary/yearAbout the role:

The Service Delivery Manager oversees and develops audits, training, and emergency procedures for the JSOC. This position is directly responsible for delivering Key Performance Indicators and Service Level Agreements from the vendor to the purchaser. The Service Delivery Manager partners with client managers to develop the program's strategic direction. The Service Delivery Manager reviews after-action reports and reports the findings to clients and stakeholders for appropriate action. The Service Delivery Manager works with the client to develop an annual strategic plan with goals listed by quarter and ensures that the JSOC attains them.

In this role, your responsibilities will be

Manage all facets of the vendor team
Manage relationships with all personnel and the client manager
Support leadership during critical incidents
Ensure operational readiness for incident response in JSOC
Define and direct projects associated with the JSOC, including training, testing, certification, etc.
Oversees the development and compliance of training and certification programs
Develop strategic initiatives to achieve high-performance standards across all personnel.
Report metrics and KPI data in accordance with the SOW.
Review After Action Reports and report findings to the client with fully developed action plans to mitigate future gaps
Develop an annual strategic plan in partnership with the client and ensure that JSOC teams meet established goals
Oversee and ensure the success of recruiting, hiring, disciplinary, and performance management processes

QualificationsAs a candidate, you must have

A graduate degree or 5 years of experience in a Senior Leadership position
Strong analytical, critical thinking, and problem-solving skills
Proven ability to influence key business partners.
Ability to build a forward operating strategy and drive organizational change.
Strong organizational and planning skills with the ability to work in and define ambiguity/gray areas.
Strong interpersonal and networking skills with a strong ability to work in a team environment.
Ability to work under pressure and tight deadlines, as well as the ability to manage a team in a fast-paced environment.
Ability to discern patterns from details and multitask
Think through problems for logical solutions and remain calm and professional under pressure.
Strong decision-making ability during both critical responses and business-as-usual activities.
Able to work with highly confidential information.
Must complete and maintain state guard certification as prescribed by presiding state law, as well as client-requested certifications; all documentation and fees are the responsibility of the employee unless otherwise noted

We offer

$150,000-165,000
Health, Dental, Vision, and 401k for eligible employees
Paid Time Off including Sick/Safe Time
A dynamic and challenging work environment with opportunity for growth

Security Industry Specialists, Inc. is an Equal Opportunity Employer