Service Delivery Manager, Splunk
Splunk Global Security
Office located in San Jose, CA
Data security & observability platform
Be an early applicant
Data security & observability platform
1001+ employees
Be an early applicant
Office located in San Jose, CA
1001+ employees
Company mission
To allow clients to focus on the business outcomes that data can deliver by helping organisations use their data to answer questions, take actions, and achieve business objectives
Role
Who you are
- Demonstrated ability post bachelor (in Computer Science, Information Technology, Cybersecurity or related field) of at least 3 to 4 years experience in IT service delivery, technical program management, or operations in the cybersecurity industry
- Proven track record of managing service engagements or multi-functional projects with collaborator engagement
- Cybersecurity certification: CompTIA Security+ or similar cybersecurity industry certifications
- Solid understanding of service management principles and standard processes (ITIL/ITSM frameworks)
- Hands-on experience with ticketing and workflow tools
- Proficiency in JIRA (Service Management) and ServiceNow is expected
- Excellent verbal and written communication skills, with the ability to coordinate multi-functional with demonstrated ability to articulate technical concepts
- Experience building and maintaining relationships with customers and internal teams is essential
- Background in global or matrixed organizations, with experience coordinating teams across regions and time zones
- Exposure to Splunk products (e.g., Enterprise, SOAR, or Splunk Cloud)
What the job involves
- The Splunk Global Security (SGS) organization is seeking a Service Delivery Manager (SDM) (working with the Senior Director of Strategy, Planning & Operations) to drive the perfect delivery of SGS's cybersecurity services
- The SDM supervises the end-to-end service delivery, ensures that SGS services are completed on time, meet defined SLAs, and align with customer needs and strategic goals!
- Facilitate the delivery of cybersecurity services by coordinating across internal delivery teams
- Ensure that all service activities (planning, resource allocation, scheduling) are aligned with customer requirements and strategic objectives
- Handle dependencies and perform quality checks to meet or exceed service standards
- Work closely with and act as the single point of contact for multi-functional teams (e.g., engineering, sales) to manage inter-team dependencies and to solve sophisticated service issues
- Track and report on service-level agreements (SLAs), key performance indicators, and (operational) metrics
- Lead regular service reviews and produce reports to collaborators, driving continuous improvement in delivery processes
- Use dashboards and reports that provide transparency into the health of the service, and risk areas
- Leverage service management platforms, e.g., JIRA Service Management, ServiceNow) to log and track service requests
- Ensure that documentation is maintained and that ITIL-aligned processes are followed
- Promote continuous improvement by identifying process gaps, implementing standard operating procedures (SOPs), and fostering a culture of operational excellence!
- Guide service delivery teams on standard methodologies and processes
- Drive and maintain attention to quality and detail and hold yourself accountable to the expectations and results
- Lead difficult conversations in a professional way and apply judgment to assess criticality and prioritize efforts in alignment with organizational goals
- Develop positive relationships with internal and external partners and multi-functional teams to ensure clarity and accountability for team(s) responsible for delivering respective SGS services
Our take
Splunk was founded to produce software for searching and analysing machine-generated data for clients. The platform provides live data insights and is an attractive option due to its flexibility, scalability and ability to process real time data.
The company has evolved significantly since being founded, implementing developments in augmented reality, machine learning and mobile technology. Further, the company's transition to the cloud has allowed it to provide new offerings, and proved its ability to move with market trends.
Acquired by Cisco in 2024, Splunk now benefits from Cisco's user protection, breach protection and threat intelligence capabilities. The company will continue to deliver its security products, and also has plans to enhance its portfolio moving forwards.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Sep 2007
$25m
SERIES C
Jan 2006
$10m
SERIES B
Total funding: $40m
Company benefits
- Paid parental leave
- Work from home opportunities
- Health Care and Insurance
- Paid Time Off
- Education reimbursement
- Electric car charging stations
- Employee Assistance Program (EAP)
- Stocked kitchens
- Gym discounts/onsite fitness centers
- Pet insurance discount
- Student loan resources
- Cool workspace with collaborative environments
- 529 College Savings Plan
Company HQ
South Beach, San Francisco, CA
Leadership
Gary Steele
(EVP & GM of Splunk at Cisco, not founder)Was CEO and President of Splunk before it became a Cisco company. Previously CEO at Proofpoint and Portera, VP at Sybase, and Market Development Manager at Sun Microsystems.
Salary benchmarks
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