Job Description

Who is Forcepoint?
Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!
Forcepoint is looking to hire a Sr. Service Delivery Manager to join our IT Operations & Service Delivery organisation. The role, based out India, would be focused on leading a global, 24*7 team of Service Desk, Regional Field IT Support, and Endpoint Engineers to enable frictionless delivery of modern IT services across the enterprise.
Sr. Service Delivery Manager will be responsible for defining an agile-based approach to enterprise service delivery, focused on improving customer satisfaction, end user experience and productivity. The role would be required to drive cross-functional collaboration with various Functional groups, and enable delivery of enterprise services to end users, by extending service management principles to service oriented business functions.
This role will be expected to define strategic objectives for their group, outline key performance indicators (KPI’s) and be responsible for performance management of their Team members.
:

• Lead a 24*7, globally distributed Team of Service Desk, Regional IT Support and Endpoint Engineers, defining key strategic objectives and execution roadmap focused on driving functional improvements
• Lead a transformation objective, focused on establishing a culture of enterprise services delivery, shifting the narrative from IT Service Management to Enterprise Service Management
• Design and engineer modern IT Service Management practices, with agile/DevOps tenets
• Reduce friction for end-users by simplifying the process of requesting and receiving a service
• Modernize end-user experience, enabling self-service and zero-touch request fulfillment
• Enable cross-functional collaboration, understand the needs of the business, and align support model to meet the objectives
• Own and manage variety of technology stacks such as our ITSM tool and endpoint management platforms, offering these tools as a service to the wider enterprise
• Act as an escalation point of contact for end user related concerns or challenges, providing additional coverage over weekends or holidays as required
• Participate in Major Incident bridges and postmortem discussions, focused on improving availability of IT services
• Partner with Forcepoint Security Team to ensure Endpoint image is baselined with appropriate security stack and develop a process of managing vulnerability across our endpoint fleet
• Drive the transformation of the Endpoint Engineering Team from a waterfall to agile-based delivery of endpoint enhancements
• Participate in driving Forcepoint on Forcepoint initiative to ensure Forcepoint products are deployed across our endpoint fleet
• Define and measure KPI’s across all services offered by the IT Service Delivery organization
• Design and build dashboards for C-Level executives demonstrating organizational wide metrics around Ticket volume & trend analysis, SLO compliance, MTTA, MTTR, volume reduction opportunities, endpoint vulnerability program, endpoint image base-line compliance and drift etc.
• Train, coach, and mentor Staff, partnering with them on enabling wider career opportunities. Define metric for measuring Staff performance, shifting the lens from number of tickets closed to number of issues prevented/mitigated
• Monitor and manage global Service Desk support schedule, including on-call coverage over weekends and holidays
• Manage vendor relationships, including governance of allocated budget for organizational needs
• Oversee Asset management for all IT endpoint assets and other peripherals (Headset, Keyboard, Mouse, Printers etc.)
• Develop Service and Business Level Agreements to set expectations and measure performance of IT services
• Develope an effective and workable framework for managing and improving customer IT support in the organization

• Strong understanding of ITIL principles and organisational wide implementation experience
• Hands on experience of ITSM platforms, such as ServiceNow, JIRA Service Management, BMC Remedy etc.
• Good knowledge of Agile principles, with an affinity to implement IT Service Management with DevOps tenets
• Working knowledge of agile tool stack, such as JIRA Software and Confluence
• Understanding of Active Directory and O365 fundamentals
• Hands-on experience with Endpoint Management solutions such as Bigfix, Intune, Jamf etc.
• Foundational understanding of Infrastructure and Platform Technology stacks
• Strong understanding of Networking concepts and theories, such as different protocols (TCP/IP, UDP, routing protocols, etc), VLAN configuration, DNS, OSI layers, and load balancing
• Experience of designing key strategic objectives aligning with company OKR’s, drive the adoption of organisation vision with Team members and other functional leaders
• Ability to define metrics for measuring success and staff performance
• Service availability oriented mindset with a pro-active approach to problem solving
• Possesses the ability and willingness to challenge the status-quo and optimize current procedures and processes
• Passionate about building and growing a team in a fast-paced environment
• Strong sense of ownership and an ability to drive cross-functional process improvement
• Possesses excellent inter-personal, written and verbal communications skills, with an ability to influence key strategic decisions at C-Level
• Analytical and logical approach to problem-solving and a willingness to automate repetitive tasks and reduce manual/re-active workload
• Ability and willingness to coach and mentor Team members and colleagues