Randstad 5710-6108 CSO Service Delivery Manager in Bellevue, Washington

5710-6108 CSO Service Delivery Manager


Bellevue, WA

Date Posted:

Thursday, October 13, 2016

Job Type:


Reference #:



Randstad Technologies

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Randstad Technologies is seeking qualified candidates for a contract role in Bellevue, WA.

Job Description:

The Service Delivery Manager (SDM) will provide direct support to the Cyber Security Operations (CSO) office within our client s Corporate Information Security division. The primary focus of the SDM will be the planning, production and presentation of operational metrics to accurately depict the performance and health of CSO teams and technical systems. As such, the SDM will coordinate with each CSO team to develop meaningful indicators of performance (both qualitative and quantitative), create a plan to deliver the information as required, as well as manage the overall program to meet the specifications of the CSO Director for information sharing at all levels, up to C-suite executives. The SDM will also be responsible for managing additional communications to upper management and partner organizations concerning operational issues, major incidents and security projects.


  • Consult management to understand the desired purpose and focus of operational metrics

  • Collaborate with CSO teams to determine the best methods to obtain and present performance data and status information - may include Key Performance Indicators and formal/informal Operational Level Agreements

  • Build Security Operational metrics program, inclusive of the definition, collection, correlation and presentation of data

  • Manage metrics plan to ensure team participation and continuously evaluate effectiveness of the plan s execution

  • Assist with the analysis of operational metrics to develop insight into the effectiveness and efficiency of Security Operations

  • Facilitate ongoing service delivery review meetings to assess performance, actual and perceived service quality, and service improvement opportunities

  • Develop dashboards to provide internal management and partners with targeted information about the health and status of cyber security operations

  • Serve as the communications manager to relay critical status information during major events to other security teams and partner organizations

  • Research industry standards and best practices to improve the maturity of T-Mobile s security processes and reporting standards

  • Participate in strategic planning and continuous service improvement discussions

Required Qualifications:

Qualifications (required):

  • Bachelor s degree (preferably in a technology or math related field)

  • 3-5 years of experience in developing and presenting operational performance metrics

  • 3-5 years of experience managing IT-related projects

  • 3-5 years working with the ITIL Framework in a metrics driven environment - ITIL Practitioner Certification preferred

  • Deep understanding of methods, tools and techniques for data visualization and data driven decision support

  • Master of MS Excel and MS PowerPoint

  • Strong written communications skills with a high degree of attention to detail

  • Polished presentations skills with a track record of successfully guiding decision making using well-crafted data and information

Preferred Qualifications:

Qualifications (desired):

  • Experience with data analytics tools or data presentation tools (other than MS)

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