The Delivery Manager will own end-to-end delivery execution for global Offensive Security engagements operating under shared service and subscription model. Will be responsible for managing the day-to-day delivery of services for our valued customers. Ensure predictable outcomes, high customer satisfaction, optimal capacity utilization, and continuous operational improvement while partnering closely with internal and external stakeholders. The Delivery Manager plays a vital role in creating long-term customer relationships, providing directions to employees, and acting as the bridge between the customer / Customer Success managers and delivery teams.
Key responsibilities:
Manage day-to-day delivery of Offensive Security testing services for subscription, annuity, and unique customers.
Ensure SLA adherence, quality standards, and ensure consistent delivery
Handle demand spikes, plan and manage delivery capacity, timely resource allocation and deployment in a shared services model
Optimize resource allocation across multiple teams and diversified skill pools
Proactively identify and mitigate delivery risks arising from demand volatility, leaves, or upstream delays
Partner with Engagement owners, customer success teams to align delivery priorities
Provide clear, transparent delivery visibility and status updates
Support customer escalations with data-driven root cause analysis and corrective actions
Drive consistency in test execution, report quality, and turnaround times
Reduce avoidable rework through improved intake readiness, validation, and delivery discipline
Identify process, tooling, and automation opportunities to improve throughput, and predictability
Review, analyze and derive improvement plan based on the key delivery KPIs including throughput, cycle time, effort, schedule overruns, and cost of delivery
Hire and retain talent, lead and mentor technical leads and senior consultants
Foster a culture of accountability, transparency, and continuous learning
Success Metrics:
Adherence to Service Level Objectives and delivery predictability
Customer Satisfaction and improving customer retention
Effective Utilization without burnout and consistent improvement in quality
Reduction in rework, overruns, and avoidable delivery volatility
Positive internal and external stakeholder feedback
Qualifications and experience:
Bachelor’s degree in computer science, Engineering or equivalent; PMP, Scrum Master, CISSP, CISA, CISM, GSEC or other certification(s) a plus
12-18 years of experience in IT / Security Services Delivery
Strong background in Application / Offensive Security services with experience in global, shared services delivery model
Data driven, highly collaborative, comfortable managing ambiguity, and real-time delivery dynamics