Security & Operations Delivery Manager

Summary:

This is an exciting opportunity for an experienced Security operations Delivery Manager to join the UK Delivery Centre as a primary delivery lead. The Delivery Manager at Avanade plays a crucial role in ensuring the highest level of customer satisfaction through effective service delivery and security operations.

In this role, you will collaborate closely with our clients to deliver comprehensive, cross-capability solutions and services. By leveraging your technical expertise, business acumen, and industry insights, you will manage the entire post-sales delivery and support process, ensuring that the right resources are deployed at the right time to achieve optimal customer outcomes. A key aspect of your role will be driving innovation in the solutions we provide, continuously seeking new ways to enhance value and deliver cutting-edge results for our customers.

The ideal candidate will possess a passion for technology, a drive for customer value and strategic outcomes, and demonstrable experience in a customer-facing role such as Service Delivery Management, Customer Success or Account Management.

By joining Avanade’s Data and AI Service Operations team, you will have a fantastic opportunity to operate at the forefront of technology, with access to the best clients across the world, working on challenging and exciting services.
We are a diverse team, and we are proud of our culture that welcomes every individual. In our teams you will find talented and passionate technologists, with a humble, collaborative, and positive attitude. We promise to invest in you and help give you the platform for continuous learning and development. Come Join Us.

This position will require you to be onsite in the Newcastle Avanade office.

What you’ll do :

1. Service Delivery Management:

• Take ownership for the effective delivery of commercially successful engagements within an ITIL and DevOps services framework.
  

• Oversee the end-to-end delivery of services to clients, ensuring that all service level agreements (SLAs) are met or exceeded.
  

• Coordinate with internal teams to ensure seamless service delivery and address any issues promptly.
  

• Develop and implement service improvement plans to enhance service quality and efficiency.
  

• Manage the release management cycle, planning, resourcing, and governance to successfully release new service components through to deployment.
  

• Lead the continued adoption of Agile practices to create a culture of continuous integration in a client-facing environment.
  

• Lead the UKDC team members delivering at the customer site, ensuring effective collaboration and performance.

Security responsibilities:

• Assess Client Data Protection Risk associated with the proposed engagement
  

• Engage in a continuous process of risk assessment, identification and mitigation relative to client data
  

• Create the CDP Plan
  

• Implement and manage CDP controls, as well as any further controls required by the client throughout the life of the engagement
  

• Monitor compliance with the CDP Plan by the Client Engagement Delivery Team
  

• Remediate any compliance variance identified through assessments or audits
  

• Promptly escalate any failure of the client to execute their responsibilities related to client data
  

• Ensure implementation of controls in all delivery locations including Client site, UKDC and other locations
  

• Revise the CDP Plan to align controls and mitigations with continuous process of CDP Risk Assessment
  

• Confirm tracking of CDP training for the Client Engagement Delivery Team; a record of attendance must be kept and retained in the contract files
  

• Regularly post and distribute data privacy awareness and training material to the Client Engagement Delivery Team
  

• Maintain approvals and exceptions in connection with the engagement according to the CDP Exception Process
  

• Build and maintain strong relationships with clients, acting as their primary point of contact.
  

• Understand clients' business needs and objectives, and provide tailored solutions to help them achieve their goals.
  

• Monitor client satisfaction and proactively address any concerns or issues.
  

• Conduct regular Reviews with clients to review their progress and address any needs or challenges.
  

• Identify opportunities for upselling and cross-selling additional services or products to clients.

2. Reporting and Analysis:

• Prepare and present regular reports on service delivery performance and customer satisfaction metrics.
  

• Analyse data to identify trends and areas for improvement, and implement corrective actions as needed.

3. Collaboration and Communication:

• Collaborate with sales, marketing, and product teams to ensure a cohesive approach to customer success.
  

• Communicate effectively with clients and internal stakeholders to ensure alignment and transparency.