CAYS Inc
Job Title: Service Delivery Manager
Location: 1003 US-202, Raritan, NJ 08869 (Hybrid 3-4 days onsite)
Duration: 12 Months
Job Description
We are seeking an experienced Service Delivery Manager to lead a team supporting security‑focused managed services for a major enterprise environment. This role is ideal for a people‑driven leader who excels in operational delivery, client partnership, and guiding teams through complex, fast‑paced work. Based primarily in Raritan, New Jersey, this position plays a key part in ensuring our delivery teams meet expectations, follow established IAM and PAM processes, and provide a consistently high‑quality service experience. If you thrive in a role where strong leadership, coordination, and service excellence matter, this is an opportunity to make a meaningful impact.
Required Skills
Service Delivery Management, cybersecurity‑managed services environments, ITIL, Six Sigma
Job Duties
Lead and support a team that delivers managed services within a client‑directed Security environment, ensuring service excellence through effective team oversight, contract adherence, operational consistency, and strong client partnership.
Provide day‑to‑day leadership, drive continuous improvement, and ensure delivery teams follow the client’s established IAM and PAM processes.
Serve as the primary point of contact for assigned client engagements.
Ensure compliance with contract terms, SLAs, and SOWs.
Lead and participate in quarterly business reviews and operational discussions.
Identify and elevate risks, scope changes, and service issues to the Delivery Director.
Align and communicate continuous improvement initiatives with clients and internal teams.
Provide weekly status reports and updates to clients and internal leadership.
Drive client satisfaction through proactive issue resolution.
Ensure delivery teams consistently follow client‑defined IAM and PAM workflows, controls, and operational procedures.
Act as the liaison between the client’s security/IAM leads and the Randstad delivery team.
Ensure adherence to all delivery methodologies, processes, and reporting structures.
Evaluate and optimize processes to improve service quality, productivity, and efficiency.
Develop and maintain reporting, metrics, and operational dashboards.
Manage operational budgets, overtime, and cost‑of‑service alignment.
Analyze operational trends and identify opportunities for improvement.
Ensure compliance with all delivery procedures and client‑specific expectations.
Monitor project financials and ensure alignment with budget parameters.
Identify and report potential fluctuations in service demand, costs, or revenue.
Support growth opportunities within existing client engagements.
Participate in planning and execution of service delivery projects as assigned.
Supervise, coach, and mentor 25 team members across multiple locations.
Conduct performance reviews and provide development‑focused feedback.
Support training, certification, and career progression for delivery staff.
Foster a collaborative, high‑performing work environment.
Oversee onboarding, orientation, and ongoing training.
Manage personnel issues, enforce standards, and coordinate with HR as needed.
Participate in hiring, evaluating, and recommending staffing actions.
Ensure consistent adherence to service quality standards and contractual obligations.
Review critical deliverables impacting client satisfaction.
Implement and track continuous improvement plans and quality milestones.
Maintain a strong internal knowledge base and governance documentation.
Drive process optimization initiatives aligned with ITIL, Six Sigma, or HDI best practices.
Maintain operational understanding of IAM/PAM platforms used by the delivery team.
Utilize ticketing systems, reporting tools, and performance metrics effectively.
Job Requirements
BS/BA degree required.
5 years of Service Delivery Management experience, specifically within IAM or cybersecurity‑managed services environments.
Technical knowledge: Working understanding of IAM and PAM concepts and familiarity with platforms such as BeyondTrust, SAP GRC, and One Identity.
Strong governance skills, including defining and managing SLAs/KPIs and presenting operational results to executive leadership.
Desired Skills & Experience
ITIL or Six Sigma certification preferred.
Experience managing vendor transitions, rebadging efforts, and knowledge transfer programs.
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Required Skills
Service Delivery Management, cybersecurity‑managed services environments, ITIL, Six Sigma
Job Duties
Lead and support a team that delivers managed services within a client‑directed Security environment, ensuring service excellence through effective team oversight, contract adherence, operational consistency, and strong client partnership.
Provide day‑to‑day leadership, drive continuous improvement, and ensure delivery teams follow the client’s established IAM and PAM processes.
Serve as the primary point of contact for assigned client engagements.
Ensure compliance with contract terms, SLAs, and SOWs.
Lead and participate in quarterly business reviews and operational discussions.
Identify and elevate risks, scope changes, and service issues to the Delivery Director.
Align and communicate continuous improvement initiatives with clients and internal teams.
Provide weekly status reports and updates to clients and internal leadership.
Drive client satisfaction through proactive issue resolution.
Ensure delivery teams consistently follow client‑defined IAM and PAM workflows, controls, and operational procedures.
Act as the liaison between the client’s security/IAM leads and the Randstad delivery team.
Ensure adherence to all delivery methodologies, processes, and reporting structures.
Evaluate and optimize processes to improve service quality, productivity, and efficiency.
Develop and maintain reporting, metrics, and operational dashboards.
Manage operational budgets, overtime, and cost‑of‑service alignment.
Analyze operational trends and identify opportunities for improvement.
Ensure compliance with all delivery procedures and client‑specific expectations.
Monitor project financials and ensure alignment with budget parameters.
Identify and report potential fluctuations in service demand, costs, or revenue.
Support growth opportunities within existing client engagements.
Participate in planning and execution of service delivery projects as assigned.
Supervise, coach, and mentor 25 team members across multiple locations.
Conduct performance reviews and provide development‑focused feedback.
Support training, certification, and career progression for delivery staff.
Foster a collaborative, high‑performing work environment.
Oversee onboarding, orientation, and ongoing training.
Manage personnel issues, enforce standards, and coordinate with HR as needed.
Participate in hiring, evaluating, and recommending staffing actions.
Ensure consistent adherence to service quality standards and contractual obligations.
Review critical deliverables impacting client satisfaction.
Implement and track continuous improvement plans and quality milestones.
Maintain a strong internal knowledge base and governance documentation.
Drive process optimization initiatives aligned with ITIL, Six Sigma, or HDI best practices.
Maintain operational understanding of IAM/PAM platforms used by the delivery team.
Utilize ticketing systems, reporting tools, and performance metrics effectively.
Job Requirements
BS/BA degree required.
5 years of Service Delivery Management experience, specifically within IAM or cybersecurity‑managed services environments.
Technical knowledge: Working understanding of IAM and PAM concepts and familiarity with platforms such as BeyondTrust, SAP GRC, and One Identity.
Strong governance skills, including defining and managing SLAs/KPIs and presenting operational results to executive leadership.
Desired Skills & Experience
ITIL or Six Sigma certification preferred.
Experience managing vendor transitions, rebadging efforts, and knowledge transfer programs.
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