{"id":1219341,"url":"https://alion.io/job/ey-service-delivery-manager-associate-director","title":"Service Delivery Manager Associate Director","company":{"id":2859,"name":"EY","domain":"ey.com","url":"https://alion.io/company/ey-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"head","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Seattle, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":180000,"max":324000,"currency":"USD","period":"year","gross":null,"usd_annual":324000},"salary_estimate":null,"experience_years_min":18,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Function Calling","optional":false},{"name":"Least Privilege","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"Tool Use","optional":false},{"name":"Zero Trust","optional":false},{"name":"Zscaler","optional":false}],"status":"live","first_seen_at":"2026-09-22T00:00:00Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-20T15:14:29Z","board_verified":true,"closed_at":null,"days_open":28,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":28},"description":"At EY, we’re all in to shape your future with confidence.\nWe’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.\nTechnology has always been at the heart of what we do and deliver at EY. We need technology to keep an organization the size of ours working efficiently and securely. Our people, applications, cloud platforms, data centers, Al services and business-critical systems rely on modern security capabilities that enable secure access, protect sensitive information and reduce cyber risk.\nWithin Security Technology Services (STS), Network Security Technology delivers global Zero Trust, secure access, outbound protection and selected Al security services. The Zscaler platform service portfolio supports this mission through ZPA, ZlA, Zscaler Cloud Gateway, Zscaler Al Firewall, Zscaler Deception and Azure Zero Trust strategy capabilities.\nThe Opportunity\nWe are seeking a Zscaler Service Owner - Associate Director to join STS Network Security Technology and lead Zscaler services within Network Security.\nThis senior service leadership role is accountable for converting Zscaler platform investments into governed, supportable and measurable enterprise services. The role owns service strategy, roadmap, financial planning, service introduction, operational readiness, adoption, performance, risk, compliance, vendor outcomes and continuous improvement across the portfolio.\nThe approved service portfolio includes:\nZscaler Al Firewall for secure Al access, including Zscaler Al Guard and Al Broker capabilities.\nZscaler lnternet Access for secure outbound protection across cloud, office and data center traffic flows.\nZscaler Private Access for private application access and reduction of internet-facing application exposure.\nZscaler Cloud Gateway for controlled cloud and internet egress patterns aligned to Zero Trust operating requirements. \nAzure Zero Trust strategy for secure cloud networking, private access patterns and migration away from broad public exposure. \nZscaler Deception for approved deception-based detection and response use cases within the Network Security service boundary. \nThe role will partner across Network Security, Architecture, Engineering, Operations, Cloud Technology, Enterprise Technology, ldentity, Data Protection, Monitoring and Response, Application Security, Service Lines and Zscaler to transition capabilities into sustainable global services.\nYour Key Responsibilities\nThe Zscaler Service Owner will provide strategic and operational leadership for services assigned to STS Network Security Technology.\nZscaler Platform Service Portfolio Ownership\nDefine the service vision, scope, outcomes, roadmap and lifecycle for each assigned Zscaler platform capability within Network Security. \nTranslate Zscaler platform objectives into clear service offerings, service tiers, customer journeys, support models and measurable outcomes. \nMaintain an integrated service portfolio limited to ZPA, ZlA, Zscaler Cloud Gateway, Al Firewall, Zscaler \nDeception and Azure Zero Trust strategy capabilities. \nOwn service acceptance criteria and ensure project delivery is not complete until operational readiness, supportability, controls, documentation and ownership are in place. \nPrioritize enhancements, technical debt, resilience improvements and adoption initiatives based on business value, security risk and service performance. \nAl Security Services\nOwn the service delivery model for inline inspection and policy enforcement for user-to-Al, application-to-Al, agent-to-agent and Model Context Protocol-based communications within the approved Zscaler scope. \nCoordinate delivery and adoption of the Al Firewall service construct, where Al Guard and Al Broker form part of the capability set, including policy governance, service onboarding, operating procedures, telemetry, escalation and control evidence. \nOwn service integration requirements with Al platforms, gateways, identity, data protection, monitoring, incident response and governance processes. \nEnsure Al security services support approved use cases while managing data leakage, unauthorized access, unsafe tool use and emerging Al-specific threats. \nZero Trust Outbound Traffic Services\nOwn cloud and on-premises outbound security services delivered through Zscaler Cloud Gateway and Zscaler lnternet Access. \nCoordinate service design and adoption for routing, inspection, policy enforcement, threat prevention, encrypted traffic inspection and data protection. \nDefine onboarding patterns, exception governance, customer responsibilities, service dependencies and operational hand-offs for cloud and data center environments. \nEstablish service measures for coverage, policy compliance, availability, user impact and risk-reduction outcomes. \nPrivate Access and Attack Surface Reduction\nOwn the service roadmap for migrating eligible applications from public exposure and broad network access to identity-based, application-specific access. \nLead the service model for Zscaler Private Access, least-privilege access, application segmentation and Zero Trust B2B connectivity. \nPartner with application, cloud and infrastructure owners to establish repeatable onboarding, validation, support and decommissioning processes. \nGovern service exceptions and ensure that residual public exposure or broad access is documented, risk-assessed and time-bound. \nAzure Zero Trust Strategy and Segmentation Enablement\nContribute to Azure Zero Trust strategy by defining secure segmentation, private access and workload connectivity principles within the approved service scope. \nDefine service boundaries for user-to-application, application-to-application and workload connectivity patterns aligned to Zero Trust principles. \nCoordinate readiness across architecture, engineering, platform operations, application teams and support providers. \nEnsure approved segmentation and access patterns include policy models, exception processes, change controls, monitoring, recovery procedures and evidence requirements. \nService Strategy, Roadmap and Governance\nCreate and maintain a multi-year service and capability roadmap aligned with the Zscaler platform service portfolio and STS Network Security strategy. \nChair service governance forums and provide clear decisions, actions, dependencies, risks and escalations.\nEstablish service policies, standards, operating models, RACl, controls and decision rights.\nProvide executive reporting on roadmap delivery, adoption, service health, security outcomes, financial position and material risks. \nEnsure roadmap commitments are aligned across Zscaler, STS Architecture, Engineering, Operations and dependent technology functions. \nService lntroduction and Operational Readiness\nOwn the transition of new or enhanced Zscaler platform capabilities from program delivery into production-ready services. \nDefine and approve operational readiness requirements covering support model, monitoring, alerting, runbooks, knowledge articles, capacity, continuity, access administration, escalation paths, training and vendor support. \nEnsure production acceptance includes control validation, service metrics, support agreements, documented dependencies and accountable owners. \nCoordinate early-life support and confirm exit criteria before capabilities move to business-as-usual operations. \nPrevent unsupported technology deployment by making service readiness and evidence mandatory delivery gates. \nService Performance and Continuous lmprovement\nDefine and govern service-level objectives, key performance indicators, risk indicators and outcome measures. \nReview service availability, incidents, problems, changes, capacity, adoption, policy effectiveness and customer experience.\nLead major service reviews and ensure root causes, systemic issues and corrective actions are owned throughclosure. \nUse operational data and customer feedback to improve service quality, resilience, automation and usability.\nDrive standardization and automation across onboarding, policy management, evidence collection, reporting and control validation.\nRisk, Control and Compliance Accountability\nEnsure services operate in accordance with EY security requirements, architecture standards, change controls and audit expectations. \nOwn service-level control design, evidence requirements, control operation oversight and remediation tracking. \nMaintain an auditable record of service decisions, exceptions, risk acceptance, control validation and closure evidence. \nPartner with risk, compliance, privacy, data protection and legal stakeholders where Al security and Zscaler platform services introduce additional obligations. \nFinancial, Commercial and Vendor Management\nOwn service financial planning, forecasts, licensing assumptions, support costs and investment proposals.\nDevelop business cases for service expansion, adoption and remediation priorities.\nAct as the senior service relationship lead for Zscaler and relevant delivery partners.\nGovern vendor performance against contractual commitments, support agreements, product roadmaps,implementation outcomes and service levels.\nDrive license utilization, value realization and cost optimization without reducing required security outcomes.\nCoordinate product roadmap discussions so emerging Zscaler capabilities are assessed against Network Security priorities and operating requirements.\nStakeholder, Adoption and Customer Leadership\nBuild trusted relationships with STS leadership, Network Security platform stakeholders, technology functions, service lines and business stakeholders.\nCommunicate the purpose, value, service boundaries, adoption requirements and customer responsibilities for each capability. \nCreate stakeholder-specific adoption plans and ensure application, cloud, infrastructure and user communities can consume services consistently. \nLead resolution of cross-functional dependencies and escalate decisions that affect scope, risk, funding, schedule or service viability. \nTranslate complex security and technology matters into clear executive decisions and business outcomes. \nLeadership and Team Development\nLead a global virtual service team spanning service management, architecture, engineering, operations, project delivery and vendor resources. \nSet clear objectives, accountability and ways of working across teams that may not report directly into the role.\nCoach service managers, product specialists and technical leads in service ownership and outcome-based delivery. \nPromote a culture of evidence-led delivery, customer focus, automation, operational discipline and continuous improvement. \nAct as the senior escalation point for service-level issues, competing priorities and material delivery risks. \nSkills and Attributes for Success\nWe are interested in candidates who combine strategic service ownership, cybersecurity expertise, commercial discipline and pragmatic delivery leadership in a complex global enterprise. \nDemonstrated ability to own an enterprise security service from strategy and investment through transition, operation, improvement and retirement. \nStrong understanding of Zero Trust, Security Service Edge, secure access, segmentation, cloud networking andAl security service concepts. \nAbility to translate programs and product capabilities into consumable, governed and supportable services. \nStrong command of lT service management practices, including service design, transition, incident, problem, change, availability, capacity, continuity and continual improvement. \nExperience defining service metrics and presenting service performance, risk, value and roadmap decisions to senior stakeholders. \nCommercial and vendor management capability, including licensing, support agreements, roadmap influence and value realization. \nAbility to lead through influence across global, cross-functional and cross-border teams. \nExcelle...","description_format":"text","description_chars":18944,"description_truncated":true,"requirements":{"experience_years_min":18,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Flexible vacation policy"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Network Security","Financial Advisory, Valuation & Restructuring","Management Consulting","Tax Advisory & Preparation"],"lifecycle":[{"event":"open","at":"2026-09-25T11:34:47Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 6,599 · green card filings: 694","filings_12m":6599,"filings_prev_12m":9468,"green_card_filings_12m":694,"median_offered_wage_usd":156073,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US 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