Manager

• Partner with Sales and customers to develop service proposals, define expectations, and establish SLAs for service delivery.
• Serve as the single point of contact for service agreement execution, ensuring consistent, professional communication with customers and stakeholders.
• Lead customer service reviews, attend or facilitate on‑site meetings as needed, and manage escalations with a solution‑oriented approach.
• Gather and assess customer feedback to continuously refine and improve service offerings.
• Create and manage service program plans that ensure technical feasibility, financial viability, risk mitigation, and on‑time delivery.
• Identify and document customer requirements, delivery milestones, and schedule constraints to ensure alignment across teams.
• Monitor service performance against SLAs and customer expectations, ensuring commitments are met.
• Collaborate closely with Product Management, Customer Operations, Manufacturing, Planning, Technical Support, R&D, Quality, and Sales Account Managers.
• Influence stakeholders across functions to ensure successful service delivery while building strong foundations for future engagements.
• Lead team meetings, operations reviews, and alignment discussions to drive prioritization and decision‑making.
• Lead analysis related to resources, schedules, budgets, and risk assessment for service agreements.
• Monitor pricing, costs, quality, and delivery status, escalating issues when appropriate.
• Partner with resource managers to ensure appropriate staffing and provide input into capability development and service roadmaps.

Senior Service Delivery Manager – Individual Contributor

• Lead Orbia's most complex and high-impact security incidents, serving as a senior technical escalation point and coordinating response activity across internal teams, service providers, and business stakeholders.
• Design, maintain, and continuously improve incident response playbooks, runbooks, decision trees, and escalation procedures for the most critical incident types.
• Build and mature incident response automation and orchestration capabilities, including evidence collection workflows, enrichment pipelines, repeatable containment patterns, and case-management efficiency improvements.
• Design and lead cross-organizational incident readiness activities, including technical tabletop exercises, pre-staged response kits, crisis-response technical preparation, and business-unit escalation readiness.
• Drive proactive threat hunting and technical validation of detection and control coverage against emerging threats, using threat intelligence, incident learnings, behavioral analytics, and data from across Orbia's detection stack.
• Shape the incident response tooling strategy by evaluating integrations, identifying capability gaps, and partnering with engineering teams and vendors to improve the response toolset.
• Define, track, and report incident response operational metrics such as time to detect, time to contain, time to recover, case quality, and exercise outcomes, using the results to prioritize process and tooling improvements.
• Partner with Legal and Compliance, Security Architecture and Engineering, Cyber Threat Operations, and IT leaders to ensure evidence handling, forensic support, response coordination, and remediation execution are aligned during active incidents.
• Lead post-incident reviews and root-cause analysis for major incidents, translating findings into improvements in detection logic, response procedures, security controls, and operational resilience.

Incident Response Manager

• Manage a defined portfolio of partners, serving as the primary contact for service delivery matters
• Establish regular engagement cadence, including virtual business reviews (QBRs) and operational checkpoints
• Develop strong relationships with partner stakeholders across operational and leadership levels
• Analyze partner performance and business trends to inform engagement strategies
• Ensure partners meet HP service delivery standards, SLAs, and compliance requirements
• Monitor performance metrics and drive continuous improvement
• Guide partners in transitioning toward proactive and predictive service delivery models
• Collaborate with HP sales, channel, supply chain, and technical teams to support partner success
• Track and manage key performance indicators, including Customer and partner satisfaction (sNPS), SLA compliance, Operational performance metrics, Program adoption rates

Partner Service Delivery Manager – Remote

• Manage a defined portfolio of partners, serving as the primary contact for service delivery matters
• Establish regular engagement cadence, including virtual business reviews (QBRs) and operational checkpoints
• Develop strong relationships with partner stakeholders across operational and leadership levels
• Analyze partner performance and business trends to inform engagement strategies
• Ensure partners meet HP service delivery standards, SLAs, and compliance requirements
• Monitor performance metrics and drive continuous improvement
• Support resolution of service delivery issues and escalations
• Guide partners in transitioning toward proactive and predictive service delivery models
• Enable partners on HP service delivery programs, tools, and platforms
• Promote adoption of HP services, including telemetry-based solutions and service offerings (e.g., MPS, Premium+)
• Support onboarding, renewals, and ongoing partner readiness activities
• Collaborate with HP sales, channel, supply chain, and technical teams to support partner success
• Track and manage key performance indicators, including: Customer and partner satisfaction (sNPS), SLA compliance, Operational performance metrics (e.g., resolution time, first-time fix), Program adoption rates

Partner Service Delivery Manager

• Assess incidents and determine solution approaches during the implementation stage
• Understand the request for changes and determine the best approach
• Apply a solution approach and ensure the business problem has been resolved
• Proactively identify opportunities for improvements
• Conduct customer facing implementations of OBTs and other products
• Logically conduct assessments, replicate errors or test situations if possible
• Coordinate activities with a range of internal or external teams across various issues
• Execute small to highest complex configuration changes

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