Data Protection Service Delivery Manager

Role         ::         Data Protection Service Delivery Manager          

Location ::          Wilmington, MA/ remote

Type        ::          Fulltime

Job Description

Must Have Technical/Functional Skills:

•                 8+ years of overall IT experience.

•                 4+ years in Service Delivery Management, Security Operations, Data Protection, or Cybersecurity delivery roles.

•                 Experience managing managed services or AMS engagements in enterprise environments.

•                 Experience supporting global customers with multi-cloud environments.

•                 Strong understanding of Microsoft Purview, including DLP, Information Protection, Insider Risk Management, eDiscovery, Sensitivity Labels, and Retention Policies.

•                 Good knowledge of Netskope CASB, SWG, NPA, and Zero Trust security concepts.

•                 Familiarity with Wiz Cloud Security Platform for cloud data protection and risk management.

•                 Understanding of AWS, Azure, and Microsoft 365 security and compliance services.

•                 Knowledge of data governance, data classification, data lifecycle management, and regulatory compliance requirements.

•                 Experience managing security operations, incident management, risk mitigation, and compliance reporting.

•                 Working knowledge of ITIL Service Management processes.

•                 Experience leading teams of 8-15 security, DLP, or data protection professionals.

•                 Strong stakeholder management and executive communication skills.

•                 Experience managing SLAs, KPIs, service reviews, and operational governance.

•                 Proven ability to manage customer escalations and drive issue resolution.

•                 Experience in resource planning, capacity management, and workforce optimization.

•                 Strong reporting, presentation, and dashboard preparation skills for leadership audiences

•                 Bachelor's degree in Engineering, Computer Science, or related discipline.

Roles & Responsibilities:

•                 Oversee daily operations related to Microsoft Purview, Netskope, and Wiz services.

•                 Ensure all incidents, service requests, and operational tasks are completed within agreed SLAs.

•                 Act as the primary point of contact for customer and stakeholder communications.

•                 Conduct regular service review meetings and provide status updates to leadership.

•                 Manage customer escalations and drive timely resolution of issues.

•                 Monitor service performance, KPIs, and compliance metrics.

•                 Coordinate with Security, Cloud, Infrastructure, and Compliance teams for issue resolution and project delivery.

•                 Review and approve operational changes, maintenance activities, and major releases.

•                 Ensure Data Loss Prevention (DLP), data classification, and data protection controls are operating effectively. 

•                 Drive continuous service improvement initiatives to enhance quality and efficiency.

•                 Perform resource planning, workload management, and capacity forecasting.

•                 Support hiring, onboarding, training, and mentoring of team members.

•                 Conduct performance reviews and support employee development plans.

•                 Review major incidents, identify root causes, and ensure corrective actions are implemented.

•                 Ensure adherence to security policies, compliance requirements, and audit controls.

•                 Track operational risks and drive risk mitigation activities.

•                 Prepare and present weekly and monthly service reports, dashboards, and management updates.

•                 Identify opportunities for automation and process optimization.

•                 Maintain strong customer relationships and ensure high customer satisfaction.

Good to Have:

• Excellent communication
• Team collaboration
• Documentation and knowledge sharing
• Any Technical Certification is Preferred