Service Delivery Manager

Corporate Overview

In today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective.

And we are just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you are helping to:

• Build and enhance our proven security platform
• Blend innovation and speed in a constantly evolving cloud environment
• Analyze new threats and offer deep insight through data-driven intel
• Collaborate with customers to help solve their toughest security challenges

We are devoted to helping our customers protect their greatest assets and biggest security risk: their people. That is why we are a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

The Role

The Service Delivery Manager serves as the Single Point of Contact for customers, ensuring the successful delivery of services across multiple complex product lines. This role requires a deep understanding of cross-functional service coordination, as it involves working with Product teams, Managing RFEs, Professional Services, Technical Account Managers (TAMs), and Technical Support teams to provide a seamless customer experience. This person is responsible for orchestrating service activities across diverse product lines, managing escalations, and driving customer success by ensuring timely resolution of technical and operational challenges.

The ideal candidate thrives in a fast-paced, multi-product environment and is skilled in managing enterprise customer relationships with strategic oversight.

Your day-to-day

Customer Engagement & Communication

• Serve as the Single Point of Contact (SPOC) for assigned enterprise customers, ensuring a seamless service experience across all product lines
• Provide regular updates on service requests, escalations, and cross-product dependencies, ensuring clarity and transparency. Lead service review meetings, QBRs (Quarterly Business Reviews), and executive updates with customers and internal stakeholders
• Act as a trusted advisor to customers, understanding their business needs and ensuring alignment with the company’s service offerings

Cross-Product Service Coordination

• Coordinate service delivery across multiple product lines and services, ensuring teams from work in sync to meet customer expectations
• Identify and resolve cross-product dependencies that may impact service performance
• Ensure smooth handoffs between teams, especially when customer issues involve multiple technical domains
• Work closely with product management and engineering to address recurring issues and provide feedback on product improvements

Issue Resolution & Escalation Management

• Act as the primary escalation point for complex service issues spanning multiple product lines
• Collaborate with Technical Support teams to ensure rapid incident resolution and post-mortem analysis for critical service failures
• Ensure root cause analysis (RCA) are delivered and reviewed and tracked with customers

Collaboration & Stakeholder Management

• Partner with Professional Services teams to ensure successful implementation and post-deployment support for customers
• Work closely with TAMs to drive proactive account management and value realization for customers
• Coordinate with Technical Support to ensure that customer-reported issues are addressed effectively, particularly those involving multiple products or integrations
• Provide internal reports and insights on service performance, customer sentiment, and operational risks to leadership

Performance Monitoring & Reporting

• Track key service metrics such as SLAs, response times, resolution rates, and customer satisfaction (CSAT) scores across different product lines
• Identify trends and opportunities for service improvement, ensuring continuous enhancement of customer experience
• Conduct post-mortem reviews for major incidents and drive lessons learned into process improvements

What you bring to the team

• 8+ years of experience in service delivery, customer success, or technical account management within a multi-product, enterprise-level organization
• Strong knowledge of Professional Services, TAM, and Technical Support operations, especially in complex, multi-product environments
• Experience working with SaaS, Cloud, or Enterprise IT solutions with cross-product dependencies
• Strong familiarity with ITIL frameworks, SLA management, and serv
   

Why Proofpoint 

Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We are a customer-focused and driven-to-win organization with leading-edge products—and many exciting reasons to join our team. We believe in hiring the best, the brightest and cultivating a culture of collaboration and appreciation.

We are a diverse, multinational company with opportunities in all functions, and leaders that welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT.