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Service Delivery Manager

  • Location: Lake Wisconsin, 29210
  • Job Type:Contract

Posted 7 months ago

Position: Service Delivery Manager
Location: Columbia, SC 29210
Term: 6 months
Day-to-Day Responsibilities:
  • Function as the Service Delivery Manager for the security services team delivering all contracted work streams supporting managed security services.
  • Support the Program Manager for customer incidents and requests, as well as any daily activity encountered during the daily operations of Lumen’s Professional Security Services.
  • Establish and monitor the delivery process and adjust resources to ensure SLA compliance.
  • Manage and work on customer on-boarding/off-boarding processes.
  • Assess customer feedback and improve procedures accordingly.
  • Regularly participate in tuning and maintenance activities of service areas within established guidelines and procedures.
  • Develop reports and presentation supporting SLA reporting requirements and security services team operational objectives.
  • Assist team members with planning and coordinating the maintenance, tuning, and installation of security devices.
  • Responsible for general troubleshooting of solution failures based upon documented procedures, general knowledge, problem management or guidance by management and vendors.
  • Complete vendor and industry training as directed by management; successfully pass certification testing as required.
  • Ensure that program activities operate within the policies and procedures of the organization.
  • Ensure that program activities comply with all relevant legislation and professional standards.
  • Develop forms and records to document program activities.
  • Oversee the collection and maintenance of records on the clients of the program for statistical purposes according to the confidentiality/privacy policy of the organization.
  • Work a standard work week but may be required to work some evenings and weekends to monitor program activities.
  • Other duties and assignments as assigned from other Teams.
Is this a good fit? (Requirements):
  • Bachelor’s Degree in Computer Information Systems or related field.
  • Possible applicable certifications include, but are not limited to:
o Certified Information Systems Security Professional (CISSP)
o Project Management Professional (PMP)
o SANS security certifications
o Microsoft
o Linux
o Network
  • Knowledge of program management.
  • Proven ability and experience performing security services for information technology.
  • Familiarization with federal security standards and guidelines.
  • Ability to work in a dynamic team-oriented environment.
  • Excellent English writing and communications skills.
  • Familiarization with defense-in-depth concepts.
  • Be readily available to manage operational support as needed during off hours.
  • Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the organization.
  • Anticipate, understand, and respond to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters.
  • Set priorities, develop a work schedule, monitor progress towards goals, track details, data, information, and activities.
  • Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.
Even better if you have:
  • Government background.
  • Linux system administration, network, and security experience
  • Experience in the administration of firewalls, IPS/IDS, Linux system administration, vulnerability scanning and analysis, SIEM, log analysis and forensics.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.