About This Role

This client facing Service Delivery Project Manager role is responsible for simultaneously executing numerous cybersecurity related projects during the initial customer engagement and ensuring a qualitative and successful service delivery after implementation. This position covers interpreting and conveying complex feedback to a client, vendor or internal stakeholder and contributes to enhancing the cyber security posture of our customers through quality assurance processes.

Job Description

• Coordinate and be accountable for all project phases (Initiation, Planning, Implementation, Monitor and control, Closing)
• Budget Management (where applicable)
• Drive projects forward, anticipate needs, understand the risks and problem solve across teams
• Client relationship management:

-Participate in the development of an account strategy and plan for each client

-Guide and manage customers during the customer onboarding process

-Management of all client meetings

-Handle certain customer requests and assist them when they have any cyber security related queries

-Keep track of any unresolved issues with clients

-Reports writing and presentations

• Identify improvements opportunities and support the optimization of workflows across teams
• Management of internal meetings
• Assist in devising or modifying quality procedures to solve complex problems (including supporting the analysis of customer needs from the perspective of quality assurance for the following: documentation of requirements, translation into proper system requirements specifications, ticketing systems management, service delivery etc.)
• Monitor and review ticket handling and ensure that ticket SLAs are met
• Develop and implement quality control methodologies to ensure compliance with quality assurance standards, guidelines and procedures.
• Conduct and/or participate in formal and informal customer reviews
• Perform functions associated with quality control and quality assurance operations, including working with SOC Engineers in set-up and maintenance tasks and carrying out work and quality assurance procedures related to operations.
• Use methods to collect and evaluate data to assist in assessing and documenting results of quality assurance and control processes.
• Reports to the Head of PMO

 

Diversity & Inclusion Mission Statement

At Smarttech247, our mission is to keep our customers secure. Cybersecurity is a complex industry, therefore, in order to tackle its challenges and continue to innovate, we believe that a diverse workforce contributes to greater collective intelligence and ultimately, makes a stronger team – qualities that are needed in our fight against cybercrime.

 

Smarttech247 is proud to be committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment is decided on the basis of qualifications, merit, and business need.