Service Delivery Manager

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. As a Delivery Manager: Cybersecurity, you will oversee the organization, administration, and supervision of consulting resources, business operation processes, and technologies required for successful and high-quality consulting engagement service delivery to clients. Your primary responsibility is to ensure that high-quality Cybersecurity Services are consistently delivered to clients, meeting their expectations and customer satisfaction measurements. Your primary responsibilities will include: Lead and manage complex cybersecurity (SOC) projects within the financial and banking industry in Colombia. Oversee service delivery execution, ensuring compliance with quality standards, SLAs, SLOs, and KPIs. Supervise project planning, execution, and tracking, ensuring successful outcomes aligned with client expectations. Define and maintain operational management and reporting processes. Coordinate day-to-day activities of technical teams, ensuring delivery milestones and timelines are met. Act as the primary client point of contact, maintaining effective communication and managing expectations. Serve as the main operations contact, responsible for service level management. Drive continuous improvement initiatives, promoting process optimization, innovation, and operational efficiency. Proactively address and resolve delivery issues and conflicts, ensuring stakeholder satisfaction. Manage service providers and vendors, ensuring contractual deliverables are met. 5+ years of experience leading complex cybersecurity projects, preferably SOC initiatives within the financial/banking sector in Colombia. Proven experience leading service delivery and managed security services. Strong experience managing SLAs, SLOs, and KPIs. Solid background in project and operational management. Strong leadership skills to coordinate multidisciplinary technical teams. Excellent client-facing communication skills, both technical and executive. Strong problem-solving and conflict-resolution capabilities. Ability to drive continuous improvement and service innovation. Experience managing third-party vendors and service providers.

• Deep Understanding of Cybersecurity: Experience with Cybersecurity service offerings, including reference architectures and business measurements, to deliver solutions to clients. Familiarity with the latest methods and assets used in Cybersecurity Services.
• Advanced Project Management: Experience working with project teams to manage scope, cost, schedule, and contractual deliverables, including applying knowledge of Cybersecurity service offerings in planning, tracking, change control, and risk management.
• Contract/Account Financial Acumen: Experience with internal reporting and system processes for contract/account financial performance, ensuring accurate and timely reporting.
• Project Management Professional (PMP) certification. Colombia Project Management Hybrid Professional Bogota, CO Bogota (0032) IBM de Colombia & CIA S.C.A Banking Change Control Communication Continuous Improvement Leadership Planning Project Management Reporting Risk Management Service Delivery Service-level Agreements Cybersecurity Security Operations Center Operational Management Project Management Professional Certification Managed Security Services Professionalism Service Innovation