Service Delivery Manager

4 weeks ago

Seattle, United States Apple Full time

Service Delivery ManagerImagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. We're a diverse collection of problem solvers and doers, continually reimagining our products, systems, and practices to help people do what they love in new ways. This is a deeply reciprocal place, where everything we build is the result of people in different roles and teams working together to make each other's ideas stronger. That same real passion for innovation that goes into our products also applies to our practices, strengthening our dedication to leave the world better than we found it We are seeking a strategic and results-oriented leader in Service Delivery to drive and advance our security service portfolio, ensuring consistent delivery excellence, operational efficiency, and customer satisfaction. This role will drive the evolution, optimization, and continuous improvement of our security service offerings, aligning capabilities with business objectives and emerging security needs. The ideal candidate will possess a strong blend of technical or security expertise, leadership skills, and a customer-centric approach.ResponsibilitiesService Catalog Management: Develop and maintain a comprehensive service catalog that clearly defines and describes all available services, ensuring alignment with business objectives, customer and security needs.Service Standards Design: Establish and implement service standards that ensure consistent quality and performance across all service offerings.Maturity Assessments & Roadmaps: Conduct maturity assessments to evaluate current service capabilities and develop strategic roadmaps for continuous improvement.Performance Metrics Establishment: Work across teams to monitor key performance indicators (KPIs) to assess service effectiveness, efficiency, and customer satisfaction.Feedback Loops Implementation: Create and manage feedback mechanisms to gather insights from customers, programs, and solutions, using this data to inform service enhancements.Continuous Service Improvement: Lead initiatives aimed at refining service delivery processes, incorporating best practices, and fostering a culture of continuous improvement.Minimum QualificationsDemonstrated ability to manage, lead, and inspire teams while driving transformational organizational changeExpertise with service delivery management; overseeing the end-to-end delivery of managed servicesExperience leading teams in a matrixed environment including working with security engineering, engineering managers, software developers, and other cross-functional teamsStrong problem solving skills; with the ability to lead through ambiguity to deliver incremental value to our customersExceptional communication and presentation skillsPreferred QualificationsExperience in leading an MSP (managed service provider) or MSSP (managed security service provider) organizationExpert knowledge of service management frameworks (e.g. ITIL) and security best practices.CISSP and related security certifications is a plusApple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

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