Services Delivery Manager (Finance)

The Basics:

Tanium is seeking an energetic, detail-oriented and highly strategic Services Delivery Manager (SDM) to oversee the delivery of support to clients, act as the primary point of contact for Global Support ensuring services are provided efficiently, effectively and in accordance with contract terms. As an SDM, you will manage service level agreements, coordinate across multiple teams, work to improve service quality, deliver customer reporting requirements and increase overall customer satisfaction.

This role will interact with various teams and levels of management, and the right candidate must have the ability to effectively communicate. The SDM must be able to roll up their sleeves, while also keeping the bigger picture in mind when sharing any findings or narratives with the rest of the business and/or external client. The ideal candidate is detail-oriented, independent, confident speaking to a group, and naturally inquisitive. This person may also maintain strategic alignment with operational teams and leadership, provide value-add business insights and organizational support, and build programs and efficient processes that drive growth.

*This is a hybrid position, which will require in person attendance 3 days a week in Addison, Texas.

Key Responsibilities :

• Client Relationship Management: Serve as the main point of contact for clients, addressing concerns, escalating issues, and providing regular updates.
• Service Delivery Oversight: Manage the end-to-end service delivery lifecycle, from planning and execution to monitoring and reporting post deployment. This could include ensuring active cases have the correct status and receive the appropriate level of attention.
• Performance Management: Analyze service delivery metrics, identify trends, and implement strategies for improvement.
• Process Improvement: Develop and implement service delivery processes, tools, and best practices to enhance efficiency and productivity.
• Meeting Service Level Agreements (SLAs): Ensure that service delivery meets agreed-upon SLAs and other contractual obligations.
• Problem Solving: Address and resolve service-related issues and incidents, including root cause analysis and corrective actions.
• Reporting: Provide regular reports on service delivery performance, including key metrics and customer feedback.

What You'll Do:

• Communicate with Tanium's executive leadership on sensitive efforts
• Manage complex and cross-functional team efforts, and be responsible for the result
• Track progress, resolve dependencies, evaluate risks, and communicate updates across all levels of leadership
• Build relationships based on trust and influence with multiple teams without disrupting the day-to-day intensity of a fast-growing company
• Track project progress, identify risks, and proactively mitigate potential issues for successful outcomes.
• Develop and implement strategies for streamlining workflow and operational efficiency enhancement.
• Continuously evaluate and refine processes to align with industry best practices and company objectives.

We're Looking For:

Education

• Bachelor's degree required; Master's degree preferred or equivalent experience.

Experience and Skills

Must Haves:

• 3-5+ years of professional work experience; preferred proven experience working within high-growth, technology companies with experience in scaling data infrastructure and analysis capabilities to support rapid business growth.
• Proven experience collaborating and partnering directly with senior leaders at the C-level or above, and experience leading cross-functional teams.
• 2+ years of experience with data visualization and reporting tools, including advanced proficiency in Power BI, Tableau, Periscope and other similar tools.
• Experience in software, ideally security, IT ops, or AI
• Experience in creating processes and improving processes
• Leadership and influence skills.
• Excellent business and financial acumen

Highly preferred:

• Thrives in fast-paced environment
• Deeply curious and determined to find solutions to systems challenges
• Accumulated technical expertise and domain knowledge (e.g. MS in Computer Science, orexperience in IT or cybersecurity)

About Tanium

Tanium delivers the industry's only true real-time cloud-based endpoint management and security offering. Its platform is real-time, seamless, and autonomous, allowing security-conscious organizations to break down silos between IT and Security operations that results in reduced complexity, cost, and risk. Securing more than 32M endpoints around the world, Tanium's customers include Fortune 100 organizations, top US retailers, top US commercial banks, and branches of the U.S. Military. It also partners with the world's biggest technology companies, system integrators, and managed service providers to help customers realize the full potential of their IT investments. Tanium has been named to the Forbes Cloud 100 list for nine consecutive years and ranks on the Fortune 100 Best Companies to Work For. For more information on The Power of Certainty™, visit www.tanium.com and follow us on LinkedIn and X .

On a mission. Together.

At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.

We are an organization with stakeholders around the world and it's imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things.

Taking care of our team members

Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.

What you'll get

The annual base salary range for this full-time position is $65,000 to $195,000. This range is an estimate for what Tanium will pay a new hire. The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience.

In addition to an annual base salary, team members will receive equity awards and a generous benefits package consisting of medical, dental and vision plan, family planning benefits, health savings account, flexible spending account, transportation savings account, 401(k) retirement savings plan with company match, life, accident and disability coverage, business travel accident insurance, employee assistance programs, disability insurance, and other well-being benefits.

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