Program Manager, Services Delivery
SecurityScorecard
Operations
Remote
Posted on Tuesday, September 17, 2024
About SecurityScorecard:
SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.
Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace,” by Crain’s NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of the World’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.” SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV and Riverwood Capital.
Job Overview:
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
- Take a hands-on approach to service delivery, with the ability to execute tasks as the service delivery team and 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
Preferred Qualifications:
- Lean Six Sigma certification or similar process improvement credentials
- Background in cybersecurity or relevant industry certifications
Benefits:
Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!
The estimated salary range for this position is $122,000-190,000. Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits.
SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based on merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law.
We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.
Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.
SecurityScorecard does not accept unsolicited resumes from employment agencies. Please note that we do not provide immigration sponsorship for this position. #LI-DNI
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