Job Description

Splunk, a Cisco company, is building a safer and more resilient digital world with an end-to-end full stack platform made for a hybrid, multi-cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Our customers love our technology, but it's our caring employees that make Splunk stand out as an amazing career destination.

No matter where in the world or what level of the organization, we approach our work with kindness. So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you. Come help organizations be their best, while you reach new heights with a team that has your back.

Role Summary

The Splunk Global Security (SGS) organization is seeking a Senior Service Delivery Manager (SDM) (working with the Senior Director of Strategy, Planning & Operations) to drive the perfect delivery of SGS's cybersecurity services!

Meet the Team

Our SGS organization is led by Splunk’s Chief Information and Security Officer (CISO). The team's purpose is to deliver a comprehensive set of services, crafted to successfully defend and protect Splunk and its customers. The Strategy, Planning and Operations (SPO) Team within the SGS organization consists of three functions - Technical Program Management, Service Delivery Management, and Service Operations. Learn more about SGS, meet our leaders, and hear more from our Splunk security experts at splunk.com/careers/splunk-global-security .

Responsibilities

Service Execution:

• Facilitate the delivery of cybersecurity services by coordinating across internal delivery teams.
• Ensure that all service activities (planning, resource allocation, scheduling) are aligned with customer requirements and strategic objectives.
• Handle dependencies and perform quality checks to meet or exceed service standards.
• Work closely with and act as the single point of contact for multi-functional teams (e.g., engineering, sales) to manage inter-team dependencies and to solve sophisticated service issues.

SLA & Performance Management:

• Define, track and report on service-level agreements (SLAs), key performance indicators, and (operational) metrics.
• Lead regular service reviews and produce reports to collaborators, driving continuous improvement in delivery processes.
• Define and use dashboards and reports that provide transparency into the health of the service, and risk areas.

Tool and Process Oversight:

• Leverage service management platforms, e.g., JIRA Service Management, ServiceNow) to log and track service requests.
• Ensure that documentation is in place and maintained and that ITIL-aligned processes are followed.

Leadership and Improvement:

• Promote continuous improvement by identifying process gaps, implementing standard operating procedures (SOPs), and fostering a culture of operational excellence!
• Guide service delivery teams on standard methodologies and processes.
• Drive and maintain attention to quality and detail and hold yourself accountable to the expectations and results.
• Lead difficult conversations in a professional way and apply judgment to assess criticality and prioritize efforts in alignment with organizational goals.
• Develop positive relationships with internal and external partners and multi-functional teams to ensure clarity and accountability for team(s) responsible for delivering respective SGS services.

Must-have Qualifications

Education & Experience:

• Demonstrated ability post bachelor (in Computer Science, Information Technology, Cybersecurity or related field) of at least 6 to 8 years experience in IT service delivery, technical program management, or operations in the cybersecurity industry.
• Proven track record of managing large service engagements or multi-functional projects with significant collaborator engagement.
• Cybersecurity certification: CompTIA Security+ or similar cybersecurity industry certifications.

Service Management Expertise:

• Solid understanding of service management principles and standard processes (ITIL/ITSM frameworks).
• Hands-on experience with ticketing and workflow tools.
• Proficiency in JIRA (Service Management) and ServiceNow is expected.

Communication Skills:

• Excellent verbal and written communication skills, with the ability to coordinate multi-functional with demonstrated ability to articulate technical concepts
• Experience building and maintaining relationships with customers and internal teams is essential

Preferred Qualifications

• Background in global or matrixed organizations, with experience coordinating teams across regions and time zones.
• Experience with vendor contracts and financial oversight of service programs.
• Exposure to Splunk products (e.g., Enterprise, SOAR, or Splunk Cloud).

Splunk is an Equal Opportunity Employer

Splunk, a Cisco company, is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

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