Service Delivery, Client Mgmt, Project Manager

Service Delivery, Client Mgmt, Project Manager Glassboro, NJ | 6-8 years of experience Must Have Technical/Functional Skills Client Relationship Management: Proven ability to build and maintain strong, trust-based relationships with key client stakeholders. Cybersecurity Service Knowledge: In-depth understanding of Cybersecurity Incident Detection & Response services, including their operational aspects and value proposition. Communication & Presentation Skills: Exceptional verbal and written communication, including incident communication, executive reporting, and presentation delivery for QBRs. Reporting & Data Analysis: Proficiency in interpreting operational data and service health metrics to create meaningful reports and insights for clients. Compliance & Regulatory Understanding: Knowledge of relevant cybersecurity compliance frameworks (e.g., FedRAMP, DoD IL) and audit requirements. SLA/SLO Management: Expertise in monitoring, reporting on, and ensuring adherence to Service Level Agreements (SLAs) and Service Level Objectives (SLOs). Escalation Management: Skilled in effectively managing and resolving client escalations, ensuring timely resolution and client satisfaction. Service Improvement Methodologies: Familiarity with continuous service improvement frameworks and practices to drive enhanced client experience. Cross-Functional Coordination: Ability to effectively collaborate with internal teams (e.g., SOC, engineering, compliance) to meet client needs and resolve issues. Customer Satisfaction Measurement: Experience in utilizing and interpreting customer feedback mechanisms (e.g., CSAT, NPS) to gauge and improve satisfaction. Proficiency in leveraging Artificial Intelligence (AI) to drive innovation and efficiency within technical domains. Professional Attributes Excellent analytical and problem-solving skills. Ability to translate business questions into data-driven insights. Strong communication and stakeholder engagement skills. Ability to work independently and manage multiple priorities. Act as a primary customer liaison for Cybersecurity Incident Detection & Response Services. Own client communication, engagement/onboarding, escalations, operational reporting, and ensure adherence to FedRAMP/DoD IL standards, audit readiness, SLA/SLO alignment, and drive customer satisfaction, quarterly business reviews (QBRs), and continuous service improvement initiatives. #J-18808-Ljbffr Tata Consultancy Services Limited