Data Protection Service Delivery Manager

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