Service Delivery Team Lead

Tyto Athene is searching for a Service Delivery Team Lead for an exciting opportunity in a Security Operations Center (SOC) that combines project management and customer success roles.

Responsibilities:

Service Delivery

• Team Lead for a SOC team including watch floor analysts, engineers, threat hunters, incident responders, and cyber threat analysts. Provide guidance and direction to the SOC team to ensure execution and delivery of team tasks, requirements, and projects.
• Work closely with the SOC Manager to function as the single point of coordination and accountability, ensuring that all technical work, communications, and decision-making remain aligned, timely, and defensible.
• Leverage industry knowledge, best practices, lessons learned and stakeholder feedback to develop, implement and continuously improve all services offered under the SOC.
• Develop new and innovative ideas to enhance customer service and customer value.
• Maintain awareness of emerging cyber threats and vulnerabilities. Lead the development and distribution of threat summaries, vulnerabilities notices, and flash threat emails.
• Create and distribute vulnerability reports as needed.
• Work with the SOC team on customer case issues, updates, and overall quality.
• Guide and mentor team members.

Project Management

• Lead customeronboarding to include developing schedules, tracking deliverables, creating slide decks, briefing the customer, and guiding customers through the onboarding process.
• Organize, schedule, and finalize any lessons learned as required by the SOC.
• Track and monitor all SOC team projects progress and performance to include running daily engineering standups.

Customer Success

• Serve as the liaison and advocate for the customer with the SOC team.
• Build and maintain strong relationships with customers, acting as the primary point of contact for the customers.
• Perform weekly and monthly reviews and ensure communication plans and vital customer information is updated. Work with the SOC team to develop and deliver an annual customer health check for each customer.
• Answer customer requests, schedule customer meetings, coordinate any engineering work or responses needed, and organize and deliver any necessary documentation to customers.
• Work with customers and the SOC team to create success plans tailored to customer specific goals and objectives, monitoring progress towards achieving desired outcomes.
• Collect onboarding and annual health check feedback from each customer.
• Interface with client's senior management personnel, including briefings up to CIO/CISO level.

Qualifications

Required:

• Bachelor's degree (or an additional 4 years of related experience)
• Minimum three (3) years of experience managing projects
• Strong leadership, written and verbal communication, and analytic and problem-solving skills
• Knowledge of SOC operations

• Must have the ability to work in a dynamic environment and flexibly adapt to changing conditions
• Must have a high degree of originality, creativity, and initiative requiring minimal supervision

Desired:

• Experience interfacing with and managing customers
• Certifications:
• Active program management certification (e.g., PMP)
• Active advanced cybersecurity certification (e.g., CISSP)
• Agile experience and certifications are a plus.
• Other relevant IT certifications are a plus.

Clearance:

• US Citizen
• Public Trust/Criminal Background

Core Hours:

• 9am-5pm Eastern.

Location:

• This is a remote role.

About Tyto Athene

Compensation:

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits:

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave.

Tyto Athene is a trusted leader in IT services and solutions, delivering mission-focused digital transformation that drives measurable success. Our expertise spans four core technology domains-Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT-empowering our clients with cutting-edge solutions tailored to their evolving needs. With over 50 years of experience, Tyto Athene proudly support Defense, Intelligence, Space, National Security, Civilian, Health, and Public Safety clients across the United States and worldwide.

At Tyto Athene, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #TeamTyto?

Tyto Athene, LLC is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.