People, Person, Crowd

WHAT WE DO MATTERS

We have big plans for continued global growth, and we’re looking for people who are creative, flexible and dedicated to helping us build something great – something that matters.

Tenable is more than ‘just’ the creator of Nessus. Our security solutions - including our first cyber exposure platform for modern assets, Tenable.io - are transforming global vulnerability management. We’re a global team, powered by creative thinkers who are wired for action, focused on delivering results and collaborating to enable decisive actions to protect what matters most. We’re in this together - colleagues, customers and partner communities working as One Tenable.

Can you join Team Tenable? Yes you can - if you’re excited by the thought of working with over 1200 colleagues, 27,000 customers and a range of revolutionary products that are shaping cybersecurity in 150 countries. Being valued for who you are as well as what you do, you can embrace the pace (we’re recognized as one of the fastest growing security product companies by SC Magazine, Red Herring, Info Securities, Deloitte and E&Y) as well as enjoy a superb rewards package (we’re seen as a Best Places to Work by Glassdoor, The Washington Post, The Baltimore Sun, The Baltimore Business Journal and Expert Marketplace). The key question is: Is This You?

We have big plans for continued global growth, and we’re looking for people who are creative, flexible and dedicated to helping us build something great – something that matters.

Professional Services Delivery Manager

Remote | United States | 97458

Your Role:

The Service Delivery Manager is professional services manager who acts as a single point of contact for all service delivery needs. They are responsible for building a community of highly talented consultants that provide predictable and repeatable high quality outcomes to our clients. The Service Delivery Manager plays a vital role in creating healthy client relationships and acts as an expert providing direction and guidance to process improvements and establishing policies and procedures for service delivery. Overall responsibility for hiring training, development, mentoring and performance of our consultants and team leads. A key responsibility of the Service Delivery Manager is governance across our delivery process.

The candidate must have experience managing a diverse staff of consultants and adhering to industry and company best practices for service delivery. It is absolutely imperative that the person has the ability to adapt to change as well as implement the changes required to continually improve and mature our service delivery.

Your Opportunity:

  • Experience defining and implementing processes and procedures to ensure consistent and high quality project delivery
  • Building a community of highly talented consultants that provide
         predictable and repeatable high quality outcomes to our clients
    • Hiring, training, development, mentoring and performance of our consultants
    • Developing and managing individual growth plans for all consultants
    • Mentor fellow consultants to spread best practices, tactics and strategies for improving client experiences
    • Field readiness for new product / feature rollout
  • Establish processes and metrics to ensure productivity goals are exceeded
    • Delivering on consultant billable utilization targets on a quarterly basis
    • Assessing and acting on Customer Satisfaction responses and cascading the feedback to the consulting team
    • Monitor and control free work within targets
    • Achieve revenue and margin targets
  • Liaise with the Professional Services Engagement Manager and Resource Manager to:
    • Ensure appropriate assignment of consultants to projects
    • Remove obstacles to customer satisfaction
    • Following-up, escalating and taking action if service delivery is not meeting expectations
    • Support the Professional Services Engagement manager in pre- and post-sale business development activities
    • Ensure timely remittance of timecards and downstream approval to support revenue recognition goals
  • Implement the changes required to continually improve and mature our service delivery
    • Adaptation of the delivery model to support the company’s strategy and growth
    • Working with the clients, Sales, Customer Success Management and Engagement Managers to identify and manage service improvement activities
    • Develop, implement and standardized processes to ensure effective, predictable and repeatable service delivery
    • Documentation of methods and best practices for use internally and with clients
    • Contribute to the development and maintenance of internal delivery methods and tools
    • Business Planning
    • Support financial and execution plan
    • Evaluate capacity plans and staffing requirements for operational delivery per the financial plan
    • Prioritize business as usual (BAU) work activities and balance the workload across the team
    • Support compensation planning, talent assessments and succession planning
  • Develop and maintain positive partnerships with clients and partners
  • Liaise with Tenable Technical Support when dealing with an onsite client escalations
  • Work closely with PS Portfolio team to provide input on services products and drive definition of specific delivery methodologies
  • Manage PS interface to Product teams. Provide PS delivery findings to Product teams to help improve product capabilities
  • Support the enablement of Tenable partners by supporting their training, mentoring, certifying, and inspecting
  • Direct resource management is within the Theater.  However, developed processes and procedures for consistent delivery are expected to be leveraged globally

What you'll need:

  • Minimum five (5) years of management experience in IT consulting, information security and/or related fields
  • Experience running consulting/delivery teams and overseeing project execution
  • Project Management or project delivery oversight experience
  • Understanding of security principles, policies and industry best practice
  • Familiarity with industry compliance and security standards including PCI DSS, SOC-1&2, ISO 27001, etc.
  • Knowledge of networks, Linux/Unix and Windows administration, patch deployment and system configuration
  • Outstanding written and verbal communications skills
  • Written communication skills include: formal documentation, policies and procedures, white papers, case studies, etc
  • Consulting skills with an emphasis on client management, objection handling and a commitment to client success
  • Ability to deliver billable consulting work, particularly project management
  • Travel: Willing and able to travel to client sites up to as required
  • Education: Bachelor's degree OR 8+ years experience in IT, security, risk management or professional services


We’re committed to promoting Equal Employment Opportunity (EEO) at Tenable - through all equal employment opportunity laws and regulations at the international, federal, state and local levels.

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