Sr. Director, Service Delivery- US Remote

Full Time
  • Full Time
  • Remote

Website WhiteHat Security

NTT Application Security is driving the future of application security. For nearly 20 years, organizations around the globe have relied on NTT Application Security to secure their business’ digital footprint in an increasingly application-driven world. Bolstered by its award-winning, cloud-based application security testing platform, NTT Application Security delivers industry-leading accuracy by combining artificial and human intelligence to help security teams quickly identify and remediate potential vulnerabilities. Formerly WhiteHat Security, the company is an independent, wholly-owned subsidiary of NTT Security and is part of NTT Ltd.’s security services portfolio. NTT Application Security is headquartered in San Jose, Calif., with regional offices in Houston and Belfast. For more information, visit www.whitehatsec.com.
NTT Application Security is seeking a Senior Director of Service Delivery to lead our customer-focused Service Delivery Team. The role reports to SVP of Success and Delivery and is responsible for refining and implementing the ideal delivery framework for Technical Support, Business Logic Assessments, and Service Delivery of NTTAS solutions. The SR Director of Service Delivery will work in collaboration with the Success and Delivery Leadership team, and cross-functionally with leaders from Product Management, Business Systems and Operations, TechOps, Development, and Engineering.
The Senior Director of Service Delivery will:
Lead all aspects of service delivery and execution for legacy and new technology solutions, at times alongside Professional Services.
Cultivate a customer centric delivery framework to streamline Service Delivery and increase customer centricity.
Oversee, evaluate, and lead a staff comprised of Technical Support, Delivery and Manual Assessment Engineers, to successfully implement departmental/company goals while monitoring project/departmental progress.
Act as the senior level representative to facilitate issue resolution with the support of internal, and external resources as needed.
Coordinate the involvement of company personnel, including support services, and management resources in order to meet account performance objectives and clients’ expectations.
Lead joint departmental-strategic planning activities, developing mutual performance objectives, and critical milestones.
Develop strategies to streamline Delivery and Technical Support Processes
Collaborate with internal stakeholders to capture and develop operational dashboards that monitors the overall health
Develop actionable insights from operational metrics to proactively mitigate project risks.
Capture, and review metrics and provide a staff/operational report to Senior and Executive Management on a monthly basis.
What we value:
Customer interaction experience with an outgoing and inquisitive mentality.
Career minded with an interest in leadership, process improvement and professional development
Adaptive to and comfortable with speaking to internal and external stakeholders at all levels using various platforms.
Fast paced, analytical and quick thinker with an ability to interpret many different data sets.
Mentorship of other leaders within the organization
Excellent customer facing/customer service skills
Desired skills and experience:
Outstanding communication, interpersonal and influence skills
Attention to detail and excellent organizational skills
Excellent leadership and people management skills
Ability to efficiently manage time and prioritize work
Objection handling, conflict management and conflict resolution
Knowledge of organizational effectiveness and operations management
Applicable knowledge of KPI and metrics
Excellent time management skills and the ability to work under pressure
Solid change management skills and ability to adapt and lead a team through change
Ability to work in a team environment as well as independently
Microsoft Suite (Teams/Word/Excel/PowerPoint)
Additional Details: As, WhiteHat Security provides 24/7 support, for our Service Delivery Leader, you may be required to perform customer calls outside of standard work hours, to accommodate our international client base. Most positions do not have a travel component, however, occasional travel may be required. This position requires a successful background check and drug testing.Show more

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