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Service Delivery Manager

Cyber Ark

Nov 25

Service Delivery Manager

About CyberArk:

CyberArk is the global leader in privileged access security, a critical layer of IT security to protect data, infrastructure and assets across the enterprise, in the cloud and throughout the DevOps pipeline. CyberArk delivers the industry’s most complete solution to reduce risk created by privileged credentials and secrets. The company is trusted by the world’s leading organizations, including more than 50 percent of the Fortune 100, to protect against external attackers and malicious insiders.

Job Description:

CyberArk is seeking an experienced Service Delivery Manager responsible for Incident & Problem Management.  In this role, you will be own and operate a world-class Incident and Problem Management program. In this role you will work closely with internal engineering teams and customer-facing teams.  Additionally, you will drive process improvements for our operational teams so that triage and escalation is efficient and effective and drive the best possible outcomes for our customers.

This leader will drive results through a data-driven approach using service level objectives and indicators, KPIs and related processes to drive robust problem management and operational resiliency.  Leadership through change is fundamental to the success in this role and successful candidates will exhibit comfort with fast-moving, fast-growing teams.


  • Create, grow and own a scalable the Incident Management and Problem Management process
  • Cadenced reporting and presentation of incidents, problems and all related metrics
  • Communicate recommendations based on data-driven analyses across the organization and all levels of leadership
  • Drive recommendations of quality through trends and metrics
  • Collaborate throughout the business to prevent, mitigate or solve technical challenges that impact our service
  • Build, maintain and enhance triage and escalation processes for the SaaS teams
  • Develop and own the training of incident and problem management processes to the greater engineering organization
  • Manage the Operational backlog of the Incident and Problem Management


  • Minimum 5 years of working within an ITIL Incident Management Framework
  • 5-8 years leading and influencing teams through Incident Management best practices
  • Strong verbal and written communication skills
  • Ability to translate high-level objectives into tactical tasks that can be executed upon
  • Experience measuring operational metrics in a SaaS environment using SLOs and SLIs
  • Bachelor’s Degree in Computer Science or related field
  • Cybersecurity Experience Preferred

CyberArk is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.


Recruiting agencies or vendors without a valid agreement between the parties are not authorized to (a) send CyberArk unsolicited resumes or candidate data or (b) contact CyberArk employees for the purposes of presenting candidates for employment. CyberArk will only work with recruiting agencies who have a valid agreement with CyberArk and that are specifically invited by CyberArk’s recruiting team to assist with searching for and submitting candidates for a specific position. Any unsolicited resumes or other candidate data submitted to CyberArk will not be accepted and shall be considered CyberArk’s property. CyberArk will not pay any placement or other fees of any kind for any unsolicited resumes or candidate data that is submitted in violation of this policy. CyberArk does not accept liability under any legal theory such as course of conduct, oral agreements, implied contracts, or otherwise based on negotiations with a candidate identified from an unsolicited resume or data in violation of this policy.


COVID-19 vaccination is a condition of employment at CyberArk, subject to reasonable accommodation where required by law.