Services Delivery Manager (Professional services Team)

Major Responsibilities

• Create and execute efficient personnel management plans

• Keep consultants utilization at a high level to meet annual objectives

• Improve the skills of our Professional Services consultants

• Maintain and increase the technical certification of consultants on the team

• Maintain strong relationships with customers, partners, sales and SE teams

• Strive to continuously improve current service offerings and delivery governance

• Help develop additional service offerings to enhance customer value

• Own and lead customer escalations end-to-end, working directly with customers, sales, SEs, TAC and consultants to drive resolution

• Lead operational cadence calls and ensure actions are tracked through to completion

• Always strive to improve the project delivery process and reporting structure

• Conduct regular 1:1 meetings with consultants

• Identify current and future challenges relating to skills, promotion, utilization and role development

• Demonstrate strong leadership presence by driving discussions, decisions and outcomes

• Be proactive, innovative and operationally focused

• Help with consultant recruitment and hiring

• Act as the primary delivery partner to sales leadership, ensuring regular communication, alignment and execution

• Support management of critical customer cutovers, weekend activities and enterprise delivery requirements

• Drive operational forecasting, resource planning and escalation management across the India project delivery business

• Experience managing a team of technical consultants or engineers

• Strong customer service, project management and quality control skills

• Proven experience managing escalations and enterprise customer situations

• Strong resource planning and operational management skills

• Excellent leadership and stakeholder management capabilities

• Strong teamwork skills and attention to detail

• Experience with Check Point technologies is preferred

• Experience managing firewall migrations, enterprise implementations or large-scale delivery engagements is highly desirable

• Familiarity with technologies such as Maestro, VSX, VPN, CloudGuard and enterprise security environments is advantageous

• Ability to manage conflicts and make strong operational decisions under pressure

• Capacity to mentor and develop team members

• Excellent verbal and written communication skills