EY Asia-Pacific MSGC CMS Service Delivery Manager 

Malaysia, Kuala Lumpur 

359000801

As a Cyber Service Delivery Manager, you will be responsible for overseeing the delivery and implementation of cybersecurity services to clients. You will manage a team of cybersecurity professionals, coordinate service delivery activities, and ensure that the services provided meet client requirements, are of high quality, and are delivered within agreed-upon timelines. This role requires strong project management skills, technical expertise in cybersecurity, and the ability to effectively communicate with clients and internal teams.

Your key responsibilities

• Manage the delivery and implementation of cybersecurity services to clients, ensuring that service levels are met or exceeded.
• Lead a team of cybersecurity professionals, providing guidance, support, and mentorship to ensure their success in service delivery.
• Collaborate with clients to understand their cybersecurity requirements, develop service delivery plans, and establish clear expectations.
• Monitor and ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs) for service delivery.
• Oversee the planning, coordination, and execution of client projects, ensuring they are delivered on time, within budget, and to client satisfaction.
• Conduct regular client meetings to discuss service performance, review project progress, address any concerns, and identify opportunities for improvement.
• Coordinate with cross-functional teams, such as sales, account management, and technical support, to ensure effective communication and alignment of service delivery activities.
• Monitor emerging cybersecurity trends, technologies, and regulatory requirements to drive continuous improvement and innovation in service delivery.
• Develop and maintain strong relationships with key stakeholders, establishing yourself as a trusted advisor in cybersecurity service delivery.
• Collaborate with internal teams to develop and optimize service delivery processes, workflows, and best practices.
• Prepare and present regular service delivery reports to clients and senior management, highlighting performance metrics, project status, and recommendations for improvement.
• Stay up-to-date with industry standards, frameworks, and certifications, ensuring service delivery practices align with the latest best practices.
• Drive continuous service improvement initiatives, leveraging client feedback and lessons learned to enhance service quality and customer satisfaction.
• Ensure compliance with relevant security policies, procedures, and regulations during service delivery.
  

Role Qualifications:

• Bachelor's degree in Computer Science, Information Security, or a related field.
• Minimum of 8 years of experience in the field of cybersecurity, including experience in service delivery or project management.
• Strong technical knowledge and expertise in cybersecurity practices, technologies, and frameworks.
• Proven experience in managing the delivery of cybersecurity services to clients, preferably in a managed services or consulting environment.
• Excellent project management skills, with the ability to effectively manage multiple projects simultaneously, prioritize tasks, and meet deadlines.
• Strong leadership and team management abilities, with the capability to motivate and inspire a team of cybersecurity professionals.
• Exceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
• Experience in working directly with clients, managing client expectations, and building strong client relationships.
• Proficiency in analyzing service delivery metrics, preparing reports, and presenting findings to both technical and non-technical audiences.
• Professional certifications such as CISSP, CISM, or PMP are highly desirable.
• Strong problem-solving and decision-making skills, with attention to detail.
• Knowledge of industry standards and frameworks such as ISO 27001, NIST, or SOC 2. 13. Familiarity with IT service management (ITSM) practices and frameworks, such as ITIL.
• Ability to adapt to a fast-paced and dynamic environment, working collaboratively with cross-functional teams
• Experience in scoping, effort estimation and deal sizing along with service risk management
• Working experience on automation, improving operation efficiency, and service level managements for clients
• Experience in managing and working with a cross functional team (onshore and/or offshore)
  

What we offer

As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.

• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.

• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.

• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

Please apply to this role only through the ‘Apply’ link (not through the local office).

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.