Service Delivery Manager IT Security Operations - Firewall, Security Tools and Vulnerability Response

About the Role

Oversees end-to-end service performance for this value stream, ensuring alignment to business outcomes and coordination across build and run activities. This role serves as the operational leader for Firewall administration, Pen testing, security tools, Vulnerability response, and Security Orchestration, Automation and Response (SOAR) with accountability for service health, user experience, supplier performance, and operational readiness across the full lifecycle.

Accountable for leading, guiding, and directing the functional responsibilities within an area of assignment. Enables ministry-level or enterprise-wide functional strategy to address internal or external business and regulatory issues. Provides functional expertise and ensures fulfillment of performance and service standards. Responsible for consistent operating performance and achieving financial goals. Identifies, defines, and solves complex problems that impact the management and direction of the business. Collaborates with Services Areas, Regions, and Health Ministries to ensure consistency and integration of strategy and operations while maintaining awareness of new industry developments and standards.

Responsibilities

• Owns end-to-end service performance for the assigned value stream, including availability, reliability, support quality, SLA/KPI attainment, and user experience.
• Serves as the primary operational counterpart for supplier-delivered services supporting the value stream; leads service reviews, escalations, and corrective actions.
• Authorized to make day-to-day operational decisions related to prioritization, service recovery actions, release readiness, and remediation activities within the assigned value stream.
• Coordinates build-to-run handoffs, ensuring releases enter production with complete documentation, runbooks, knowledge articles, CMDB updates, monitoring, support model, and operational readiness evidence.
• Partners with Product Engineering, QA, Release, and Service Transition to ensure new capabilities are supportable, operable, and aligned to standards before go-live.
• May recommend delaying releases or changes that are not operationally ready or that introduce unacceptable service risk, escalating as needed.
• Monitors incidents, requests, problems, change activity, recurring defects, and service trends; drives root-cause analysis and improvement actions.
• Balances Business As Usual (BAU) support, minor enhancements, releases, technical debt, and operational risk within the value stream in coordination with product and portfolio priorities.
• Provides clear service-performance reporting and business-facing updates on risks, outages, backlog, aging tickets, and outcome attainment.
• Translates service performance or technical degradation into business impact, user experience, and risk for value-stream leaders and product stakeholders.
• Supports major incident response, recovery planning, and communications for issues affecting the value stream.
• Coordinates with Service Desk, Field Services, IT Operations, Cybersecurity, and process/platform owners to ensure seamless support across the value stream.
• Drives continual improvement, automation, standardization, and stronger process discipline across service operations.
• Collaborates in system-wide strategy development and deployment of functional area priorities and initiatives.
• Provides decision support, operations, and/or optimization leadership focus.
• Oversees Vendor/Contract Labor Management including centralizing strategy and optimizing spend.
• Acts as the value-stream service owner during major incidents, coordinating response across build, run, service desk, and suppliers, and ensuring closure through post-incident review and corrective action.
• Approves enhancements requests and all support work orders and requests for services outside of supplier BAU support.
• Provides input to department (cost center) budget development, monitoring, forecasting, and reporting.
• Reviews and provides input to vendor contract negotiations.
• Develops and maintains a strong rapport and working relationship with key client liaisons across the system.
• Promotes a culture of continuous improvement, standardization, and operational discipline across TIS.
• Contributes to the ongoing maturity of the IT process framework and tooling ecosystem.

Requirements

• Bachelor's degree in Computer Science, Computer Technology, Information Management, or related field, and a minimum of eight (8+) years of related experience or equivalent combination of education and experience, preferably in healthcare.
• Five (5+) years of experience in service delivery, IT operations, service management, product support, supplier management, or production support leadership.
• Experience leading service performance across a product line, service line, platform family, or major operational domain in a large, matrixed enterprise.
• Experience working across build, release, transition, run, service desk, field support, and supplier teams to maintain service quality and operational continuity.
• Experience with service reviews, SLA/KPI management, incident/problem/change management, root-cause analysis, and continual service improvement.
• Experience supporting supplier-enabled or hybrid delivery models, including day-to-day coordination with MSPs or strategic service partners.
• Experience translating service-performance issues and risks into clear business impact for leaders and stakeholders.
• Healthcare or other highly regulated-industry experience preferred.
• Considerable client management knowledge and experience to manage full product lifecycle, from inception/charter to sunset.

Preferred Qualifications

• ITIL and/or Lean Six Sigma certification.
• SIAM Foundation certification.
• PMP certification.
• Agile or Scrum certification.
• ServiceNow or similar ITSM platform certification.

Domain Knowledge

• ITIL-based service management and end-to-end service delivery disciplines.
• SLA, KPI, OLA, service review, and operational performance reporting practices.
• Incident, problem, change, request, knowledge, configuration, and major incident management.
• Service transition, release readiness, operational acceptance, and build-to-run handoff practices.
• Managed services governance, supplier performance oversight, and service integration concepts.
• ServiceNow, CMDB, observability/monitoring platforms, dashboards, and workflow tooling.
• Value stream, product line, and service line operating models.
• Healthcare operational criticality, downtime impacts, documentation expectations, and compliance considerations.

Physical & Mental Requirements

• Exposure to conditions which may be considered unpleasant to sight, touch, sound, and/or smell (occasional).
• Exposure to fumes, odors, dusts, mists, gases, biohazards/hazards (mechanical, electrical, burns, chemicals, radiation, sharp objects, etc.) (occasional).
• Exposure to or subject to noise, infectious waste, diseases, and conditions (occasional).
• Exposure to interruptions, shifting priorities, and stressful situations (frequent).
• Ability to follow tasks through to completion, understand and relate to complex ideas/concepts, remember multiple tasks and regimens over long periods of time, and work on concurrent tasks/projects (continuous).
• Ability to read small print, hear sounds and voice/speech patterns, give/receive instructions (continuous).