Data Protection Service Delivery Manager

Must Have Technical/Functional Skills:

• 8+ years of overall IT experience.
• 4+ years in Service Delivery Management, Security Operations, Data Protection, or Cybersecurity delivery roles.
• Experience managing managed services or AMS engagements in enterprise environments.
• Experience supporting global customers with multi-cloud environments.
• Strong understanding of Microsoft Purview, including DLP, Information Protection, Insider Risk Management, eDiscovery, Sensitivity Labels, and Retention Policies.
• Good knowledge of Netskope CASB, SWG, NPA, and Zero Trust security concepts.
• Familiarity with Wiz Cloud Security Platform for cloud data protection and risk management.
• Understanding of AWS, Azure, and Microsoft 365 security and compliance services.
• Knowledge of data governance, data classification, data lifecycle management, and regulatory compliance requirements.
• Experience managing security operations, incident management, risk mitigation, and compliance reporting.
• Working knowledge of ITIL Service Management processes.
• Experience leading teams of 8-15 security, DLP, or data protection professionals.
• Strong stakeholder management and executive communication skills.
• Experience managing SLAs, KPIs, service reviews, and operational governance.
• Proven ability to manage customer escalations and drive issue resolution.
• Experience in resource planning, capacity management, and workforce optimization.
• Strong reporting, presentation, and dashboard preparation skills for leadership audiences
• Bachelor's degree in Engineering, Computer Science, or related discipline.

Roles & Responsibilities:

• Oversee daily operations related to Microsoft Purview, Netskope, and Wiz services.
• Ensure all incidents, service requests, and operational tasks are completed within agreed SLAs.
• Act as the primary point of contact for customer and stakeholder communications.
• Conduct regular service review meetings and provide status updates to leadership.
• Manage customer escalations and drive timely resolution of issues.
• Monitor service performance, KPIs, and compliance metrics.
• Coordinate with Security, Cloud, Infrastructure, and Compliance teams for issue resolution and project delivery.
• Review and approve operational changes, maintenance activities, and major releases.
• Ensure Data Loss Prevention (DLP), data classification, and data protection controls are operating effectively.
• Drive continuous service improvement initiatives to enhance quality and efficiency.
• Perform resource planning, workload management, and capacity forecasting.
• Support hiring, onboarding, training, and mentoring of team members.
• Conduct performance reviews and support employee development plans.
• Review major incidents, identify root causes, and ensure corrective actions are implemented.
• Ensure adherence to security policies, compliance requirements, and audit controls.
• Track operational risks and drive risk mitigation activities.
• Prepare and present weekly and monthly service reports, dashboards, and management updates.
• Identify opportunities for automation and process optimization.
• Maintain strong customer relationships and ensure high customer satisfaction.

Good to Have:

Excellent communication

Team collaboration

Documentation and knowledge sharing

Any Technical Certification is Preferred

Salary Range: $64,000 - $95,000 a year

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