Service Delivery Designer – Remote
Tripwire is a leading provider of security, compliance and IT operations solutions for enterprises, industrial organizations, service providers and government agencies. Tripwire solutions are based on high-fidelity asset visibility and deep endpoint intelligence combined with business context; together these solutions integrate and automate security and IT operations. Tripwire’s portfolio of enterprise-class solutions includes configuration and policy management, file integrity monitoring, vulnerability management, log management, and reporting and analytics. Learn more at tripwire.com, get security news, trends and insights at tripwire.com/blog or follow us on Twitter@TripwireInc.
Tripwire is just one of the many brands that make up Belden’s impressive portfolio. Belden is a multi-billion dollar global organization of 8,000 talented people that supports the mission-critical network infrastructure and audio visual broadcast needs of many of the world’s best-known brands, placing us at the heart of the global transformation to a truly connected world. We are seeking driven, results-oriented team members to help us continue to grow and succeed.
The Service Delivery Designer is a key role on the Managed Services Engineering (MSE) team reporting to the Director of Managed Services. This position is responsible for driving the full life cycle of the service objectives required to meet customer and business needs for each product offering. The Service Delivery Designer translates user workflows into functional service requirements and builds corresponding implementation, enablement, and measurement plans.
The overall service offering lifecycle can be divided into the following phases and corresponding responsibilities:
Work in conjunction with Technical Product Management/ Strategic Product Management to evaluate proposed services, identify pain points, articulate expected value, and define the preferred customer experience
Map offerings to ExpertOps strategy to ensure a cohesive and scalable set of services
Identify product features and additional capabilities required for successful delivery of the service
Define the expected customer-to-Managed Services Engineering interactions, responsibilities, and hand-offs
Review service positioning, estimate expected operational burden, and determine where the offering fits best in the service delivery framework
Determine the resources needed to successfully deliver the value proposition and service: e.g. Consultants, R&D resources, internal SMEs, SLAs etc.
Define construction milestones and identify incremental value delivery (as appropriate)
Work with UX, Customer Success, and Service Delivery Managers to ensure the service delivers the intended outcome and customer experience
Create service “Runbooks” to define specific activities to be performed by the Managed Services Engineers to achieve the desired outcome and customer experience
Ensure Managed Services Engineers have sufficient resources and product knowledge to enable delivery of the required service
Deliver awareness training for Customer Experience, Sales, PS, and Support so that they can better position the offering for internal and external parties
Establish weekly, monthly, and quarterly measurement points to effectively validate the success of the service and to drive continuous improvement activities
Determine the most effective metrics to describe the service to internal and external stakeholders
Define and track appropriate KPI’s and report out on a regular basis
Create Service Design project plans, lead cross functional teams in design sprints
Identify opportunities to improve user and Managed Services Engineering experience across different touch points and articulate the dependencies and complexities across these touch points
Work with Customer Experience team to define user journeys
Work closely with Technical Product Management, Strategic Product Management, and other key stakeholders to align Managed Services Engineering service offerings with business objectives
Represent details of specific service offerings to customers and prospects as needed
Participate in service quality reviews with senior business leaders
Required Skills and Experience
Demonstrated experience and proficiency in Service Delivery Design preferred
Proven ability to solve challenging problems, and deliver timely and high-quality design solutions, when presented with conflicting requirements, business demands, and technical risks
Demonstrated ability to make recommendations to technical and program leadership to improve the product, process, or technology
Outstanding communication, facilitation, and influencing skills; ability to present ideas clearly and concisely
Strong interpersonal skills, ability to listen to customers, build relationships, and work under pressure
Strong project and people management skills; must be able to function as a project leader as well as an individual contributor
5-10 years of relevant industry experience and/or area of expertise. Typically, a university technical degree is required, or a combination of education and experience.
At Tripwire our culture is one where you perform at your best, where you trust your teammates, and where work doesn’t feel so much like work. We recognize and appreciate the contribution of all our employees. We value customer service, working with teams and thriving in an environment of continuous change. We play to win!
Tripwire provides equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, disability, veteran status, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions or any other condition of employment or career development.
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