Service Delivery Manager

Bishop Fox is the leading authority in offensive security, providing solutions ranging from continuous penetration testing, red teaming, and attack surface management to product, cloud, and application security assessments. We’ve worked with more than 25% of the Fortune 100, half of the Fortune 10, eight of the top 10 global technology companies, and all of the top global media companies to improve their security. Our Cosmos platform was named Best Emerging Technology in the 2021 SC Media Awards and our offerings are consistently ranked as “world class” in customer experience surveys. We're an active participant in the security community and have published more than 16 open source tools and 50 security advisories in the last five years. Learn more at bishopfox.com or follow us on Twitter.

We’re looking for an experienced service delivery manager to partner with our technical teams and deliver the highest level of service to our clients. 

Who You Are and What You’ll Do

Cosmos (formerly CAST) proactively defends dynamic attack surfaces by combining advanced technology, automation and expert-driven testing by a team of talented offensive security analysts, operators, and developers from a variety of diverse backgrounds. We tackle the challenge of discovering, analyzing, and testing online assets at scale. Together we are building the latest in automation to empower offensive security practitioners to efficiently deliver findings to some of the world's largest companies. 

As a Service Delivery Manager, you will be responsible for the high-quality delivery of Bishop Fox services that meet and exceed the needs of customers.  You will work directly with a team of the best offensive security operators and deliver to an assigned portfolio of accounts where customer will look to you not only as their primary advocate but also the accountable person responsible that expectations are being met and obligations fulfilled.

Your responsibilities will include but not be limited to:

Contract Management

• Oversee delivery of Bishop Fox products and services to ensure compliance with contract deliverables and service level objectives
• Prioritize and drive operational execution of Bishop Fox resources engaged in the support and delivery of customer contracts
• Manage and drive customer satisfaction to meet Bishop Fox CSAT objectives
• Design strategic account support through proactively maintaining high-level technical and operational expertise and understanding of industry trends and customer requirements

Relationship Management

• Responsible to manage and grow executive customer relationship for a strategic account or portfolio of accounts
• Drive resolution of difficult situations that have significant business impact
• Drive Service Delivery Management partnerships that put Bishop Fox in a trusted advisor status with customers and partners
• Escalate major account delivery management issues to leadership  with recommended solutions

Financial Management

• Manage financial execution of programs within portfolio of accounts with a focus on meeting or exceeding original plan of record
• Work with senior leadership to develop corrective plans for addressing issues that impact financial performance
• Identify, develop, and drive tactical projects to support SDM community in business goal achievement

Why Bishop Fox

We believe that what we do makes an impact, and our culture reflects it in the best possible way. Every one of us plays a role in our success. We value our time and our well-being, we love what we do, and we look out for one another. Bishop Fox offers competitive salaries, travel opportunities, flexible schedules, and a one-of-a-kind environment. For the right candidate, it will feel like a second home.  

Your Education and Experience

You just have to be good at and, most importantly, love what you do. Here’s a list of qualities we’re looking for, but don’t think that you need them all:

Work Experience and Education

• At least two years of experience managing professional or managed services engagements in an engineering or technology environment
• Advanced proficiency in analytical, organizational, and project management skills
• Information technology or cybersecurity knowledge is a nice to have, but not required
• Bachelor’s degree strongly preferred

Soft Skills

• Sound judgment and the ability to make reasonable decisions in the absence of direction
• Ability to interact and relate with a wide assortment of personality types and communication styles
• Detail-oriented mindset and a penchant for multi-tasking.
• Strong conflict resolution, negotiation, and consensus-building skills
• Leadership ability to build & manage a cross cultural, cross domain, cross business team for effective & efficient customer support
• Ability to navigate difficult client situations with expert negotiation skills and a client service mentality
• A passion for learning and developing new skills

Bishop Fox has always offered its employees to work remotely, and this person could work remotely anywhere in the United States or Mexico.

Interested? Apply today.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or veteran status