Professional Services Program Delivery Manager - Military veterans preferred



  full-time   employee

United States

Join our growing team as we pursue our vision to make rapid, remote digital forensics and incident response accessible, usable, and valuable to businesses to improve their resiliency to cyberattack. Offering unparalleled speed to resolution, the CyFIR Enterprise platform from CyFIR LLC gives customers the tools to rapidly identify, understand, and eliminate threats to their computing platforms. At CyFIR, we're committed to our work, our customers, and our shared successes.
We're small and every team member counts, so you'll have tremendous ownership, influence, and impact on the products you foster. At CyFIR, we take on new challenges in the cyber security landscape daily, and you'll have a broad opportunity to develop and grow in a dynamic field. You'll work with a small, but top-tier set of dedicated peers, and you'll help build interesting cyber defensive and investigative products that protect the businesses and services we all use. We offer a collaborative work environment, and we dress casually, and enjoy flexible hours. We also think personal development and mentoring is important, and we strongly believe that everyone can learn something from everyone else.

Role and Responsibilities
Oversee the Managed Services Security operations team to include: onboarding new clients, ongoing monitoring of security activity and reporting (communication) of results to our clients.
Oversee the delivery of continuous and effective services, ensuring coordination of shared resources, common activities, and other dependencies across projects.
Manage the day-to-day operations of the delivery team, identify resources and assign responsibilities.
Ensure project deliverables (product, service) meet contractual obligations.
Maintain the client relationship and keep the client and partners engaged in the project (i.e. status reporting, issues management).
Partner with the client to understand the organization, potential project impact, and to tailor the project approach, plan and deliverables accordingly.
Participate in business development including the expansion of existing projects, responding to RFP responses, client presentations and executing Statements of Work (SOW).
Participate in defining and identifying improvements to processes and procedures.
Responsible for customer relationship management and service delivery for multiple clients.
Responsible for developing project scope of work to include: timeline and effective and efficient delivery.
Serve as the primary management contact and client liaison with the responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship.
Work to maintain and grow the client relationship by identifying new business opportunities and coordinate with appropriate sales personnel for opportunities of new products and services.
Has a profit and loss responsibility at the gross margin level for each project.
Acts as the final level of quality control and peer review for all client deliverables.
Report to management the delivery team utilization and efficiency reports.
Provide detailed program management and status reports to management for all ongoing engagements.
Perform on-site client visits, as appropriate.

Qualifications and Education Requirements
Bachelor's degree in Computer Science or related field. Practical experience in lieu of degree will be considered.

5+ years in a project management or program management role, with 2+ years management experience.

Proven track record of product and revenue growth with high levels of customer satisfaction.

Demonstrated ability to interpret and understand client's needs and/or requirements.

Demonstrated quantifiable track record of leading managed service delivery while meeting and exceeding client service level requirements.

Self-starter who has strong logical and analytical problem-solving skills; rigorous approach to project/program management to deliver enterprise-level projects.

Relationship builder able to team effectively with others and build relationships at all levels internally and with client teams and partners.