CyberPWN

KEY RESPONSIBILITY AREAS (KRA)


  • Own end-to-end service delivery for assigned customer engagements. Ensure delivery of services in accordance with contractual commitments, service levels, and quality standards.
  • Monitor service performance and drive proactive remediation of delivery issues. Ensure adherence to operational processes, policies, and governance frameworks.
  • Serve as the primary point of contact for customer stakeholders. Build and maintain strong relationships with client leadership and operational teams. Understand customer business priorities and align service delivery accordingly.
  • Chair and lead weekly, monthly, and quarterly governance meetings. Present service performance, operational metrics, risks, challenges, and improvement initiatives. Prepare and review governance reports, executive dashboards, and service reviews. Facilitate decision-making and action tracking through structured governance forums.
  • Own and monitor all agreed SLAs, KPIs, and operational commitments. Ensure service performance targets are consistently achieved. Analyze service trends and identify opportunities for optimization and improvement.
  • Maintain ownership of the engagement RAID (Risks, Assumptions, Issues, Dependencies) register. Proactively identify, assess, and mitigate delivery risks. Manage operational and customer escalations through to closure. Escalate critical risks and service impacts to leadership as required.
  • Support contract compliance and service scope management. Monitor effort utilization and service delivery efficiency. Identify opportunities for service expansion, optimization, and value realization. Support account growth initiatives in collaboration with sales and account management teams.

KEY PERFORMANCE INDICATORS (KPIs)

  • SLA Compliance (%), KPI Achievement Rate (%)
  • Service Availability and Performance Metrics, Delivery Quality Scores.
  • Customer Escalation Closure Rate, Governance Meeting Effectiveness.
  • RAID Closure Effectiveness, Incident and Escalation Resolution Timeliness
  • Audit and Compliance Adherence, Contractual Compliance.
  • Stakeholder satisfaction measured through periodic feedback on delivered activities.

REQUIRED TECHNICAL SKILLS & EXPERIENCE

  • 8 - 10 years of overall IT and cybersecurity experience. Minimum 3 to 5 years of experience managing cybersecurity service delivery engagements.
  • Strong understanding of at least 4 of following cybersecurity domains : Infrastructure Vulnerability Management, Application Security Testing, DevSecOps Practices and Toolchains, Offensive Security and Red Team Operations, Continuous Threat Exposure Management (CTEM), Cloud Security Posture Management (CSPM), Exposure Management and Risk Prioritization.
  • Proven experience managing enterprise customers and multi-disciplinary security teams.
  • Experience leading governance forums with senior business and technical stakeholders.
  • Experience designing and embedding scalable vulnerability management policies, standards, and procedures aligned to audit and compliance expectations. Strong understanding of control frameworks, with the ability to manage exceptions, risk acceptance, and compensating controls in a structured and defensible manner.

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