CONNECTSECURE

Manager - Global Service Delivery

24x7 Cybersecurity Operations

Experience : 8-15 Years

Location : Bengaluru

Function : Service Delivery / Technical Operations

Industry : Cybersecurity | SaaS | MSP

About ConnectSecure :

ConnectSecure is a cybersecurity SaaS platform built for Managed Service Providers (MSPs) and enterprise IT teams. The platform helps organizations discover, assess, prioritize, and remediate cyber risks through vulnerability management, patch management, compliance, attack surface management, security assessments, and automation.

Role Overview :

ConnectSecure is seeking experienced Managers - Global Service Delivery to support and strengthen its 24x7 global service delivery organization. Each manager will own service delivery operations for assigned shifts, regions, customers, or technical workstreams, ensuring strong customer experience, operational performance, incident management, and continuous improvement.

The ideal candidate will combine strong service delivery leadership with hands-on technical credibility in cybersecurity, enterprise infrastructure, SaaS operations, and customer-facing incident management. The candidate must be able to guide technical teams, engage confidently with enterprise customers, and work closely with Engineering and Product teams to improve platform reliability and customer outcomes.

Key Responsibilities :

- Manage assigned 24x7 service delivery operations, shifts, regions, customers, and technical support workstreams.
- Own end-to-end service delivery for enterprise customers and MSP partners across global regions.
- Lead, mentor, and develop team leads, L1/L2 engineers, and escalation specialists.
- Drive SLA compliance, customer satisfaction, service quality, and operational excellence.
- Act as an escalation owner for critical customer issues and coordinate executive-level communication when required.
- Lead Major Incident Management for P1/P2 incidents, ensuring timely communication, coordination, recovery, and follow-through.
- Establish and monitor operating metrics including First Response Time, MTTR, backlog, ticket aging, reopen rate, escalation rate, and quality scores.
- Partner with Engineering, Product Management, QA, DevOps, Cloud Operations,



Customer Success, and Professional Services to drive faster resolution and product improvement.
- Improve workforce planning, shift coverage, resource utilization, and follow-the-sun operations.
- Drive knowledge management, self-service, automation, and AI-assisted service delivery initiatives.
- Ensure operational readiness for product releases, platform changes, and customer-impacting maintenance.
- Create a culture of ownership, accountability, urgency, empathy, and continuous learning.

Technical Expertise :

The successful candidate must be technically sound in cybersecurity and enterprise IT, with the ability to lead complex investigations, challenge technical assumptions, mentor engineers, and communicate clearly with customers and internal stakeholders.

Cybersecurity & Platforms :

- Vulnerability management and security assessments
- Endpoint security, EDR/XDR, and endpoint management
- Patch management across Windows, Linux, and macOS
- Identity and access : IAM, SSO, SAML, OAuth, OIDC, and MFA
- Attack surface management and security hardening
- CVE, CVSS, MITRE ATT&CK;, NIST, CIS Controls, and ISO 27001
- SIEM, log analysis, incident response, and root cause analysis
- MSP environments, RMM, PSA, ITSM, and remote management platforms

Infrastructure & Operations :

- Windows Server, Linux, Active Directory, and Microsoft Entra ID
- Networking : TCP/IP, DNS, DHCP, VPN, firewalls, NAT, SSL/TLS, and PKI
- Cloud platforms : AWS, Azure, and GCP
- SaaS architecture, APIs, performance, and enterprise troubleshooting

Required Experience :

- 8-15 years of experience in Service Delivery, Technical Support, Customer Success, or Technical Operations.
- At least 3-5 years of experience managing service delivery or technical support teams in a global environment.
- Proven experience managing 24x7 operations in a SaaS, cybersecurity,



or enterprise software environment.
- Strong experience working with enterprise customers, MSPs, and executive stakeholders.
- Demonstrated success in managing critical incidents, escalations, SLAs, and service improvement programs.
- Strong people leadership, coaching, hiring, performance management, and team-development capabilities.
- Excellent written and verbal communication, stakeholder management, and decision-making skills.
- Ability to operate effectively in a quick-paced, high-growth environment.

Preferred Qualifications :

- Experience with cybersecurity, vulnerability management, endpoint security, or patch management products.
- CISSP, CISM, Security , CEH, or an equivalent cybersecurity certification.
- Microsoft Azure, AWS, Linux, or enterprise infrastructure certifications.
- Experience with Freshdesk, Zendesk or similar platforms.
- Experience implementing AI-powered support automation, knowledge management, and self-service capabilities.

Operational & Team Outcomes :

- Customer Satisfaction (CSAT)
- Ticket backlog and aging
- SLA compliance
- Escalation and reopen rates
- First Response Time (FRT)
- Support quality and productivity
- Mean Time to Resolution (MTTR)
- Team engagement and retention
- Customer retention and confidence
- Knowledge base and self-service effectiveness

What We're Looking For :

A customer-first, technically credible, and data-driven leader who can manage global operations with discipline and empathy. The candidate should remain calm during critical incidents, make sound decisions under pressure, develop high-performing teams, and drive measurable improvements across customer experience, service quality, and operational efficiency.

Why Join ConnectSecure?

- Lead a high-impact global service delivery function in a growing cybersecurity company.
- Work with modern cybersecurity, SaaS, endpoint, cloud, and vulnerability management technologies.
- Collaborate closely with Engineering teams and influence platform quality.
- Drive service transformation through automation, AI, and scalable operating processes.
- Build and develop a high-performing global organization with meaningful customer impact.

📌 ConSecure Technologies - Manager - Global Service Delivery (India)
🏢 CONSECURE TECHNOLOGIES
📍 India