Responsibilities
- Oversees daily execution of all active managed technical services customer engagements, ensuring delivery quality, technical accuracy, schedule adherence, and consistent application of the company's methodology across binary analysis, penetration testing, TARA, SBOM/SCA, vulnerability management, and remediation advisory.
- Manages the full engagement lifecycle including scoping, statement of work, kickoff, execution, deliverable review, customer communications, and renewal or expansion planning.
- Establishes, maintains, and continuously improves service delivery playbooks, technical methodologies, deliverable templates, peer review gates, and quality acceptance criteria.
- Drives consistent integration of the company's automation platform into every engagement, ensuring platform capabilities are leveraged to maximum effect and that field experience informs the platform roadmap.
- Defines, monitors, and reports Service Level Agreements, Service Level Objectives, and engagement-level KPIs including billable utilization, time-to-deliverable, defect or escape rates, customer satisfaction scores, and renewal rate.
- Acts as senior technical escalation point for engagement issues, customer concerns, and complex or contested technical findings.
- Leads operational design and standup of new product security managed service offerings such as PSIRTaaS, EU CRA sustainable compliance, and other emerging services, including process design, runbook authoring, tooling integration, staffing model, pricing inputs, contractual scaffolding, and SLA framework.
- Partners with Product to ensure platform capabilities required for new managed services are scoped, prioritized, instrumented, and operationalized for service delivery.
- Designs and operates the customer-facing PSIRTaaS function, including continuous vulnerability monitoring, automated and human-assisted triage, advisory issuance, CVE coordination with the appropriate CNA, customer disclosure workflow, remediation tracking, and post-disclosure verification.
- Builds the operating model for sustainable EU CRA compliance services, including conformity assessment support, Annex I essential requirements mapping, vulnerability handling obligations, technical documentation maintenance, and post-market surveillance support for connected product manufacturers.
- Hires, onboards, develops, mentors, and retains a team of product security engineers and analysts across multiple technical disciplines such as binary or firmware analysis, offensive security, embedded systems, SBOM/SCA, regulatory engineering, and vulnerability management.
- Sets individual performance objectives aligned to team and company OKRs, conducts regular one-on-ones, delivers ongoing performance feedback, runs formal review cycles, and addresses performance issues directly and constructively.
- Builds and maintains team capacity plans and skills inventories, identifies gaps, and drives hiring, cross-training, certification, and external training plans to close them.
- Manages utilization across the team to balance billable engagement work, capability development, and reserved capacity for new service launches and surge demand.
- Cultivates a culture of technical excellence, intellectual honesty, customer empathy, peer review, and continuous learning, fostering psychological safety in a fully remote operating environment.
- Serves as senior delivery contact and trusted technical advisor for strategic customer accounts, owning the technical health of those relationships.
- Leads recurring service reviews, escalation discussions, and quarterly business reviews, ensuring customer outcomes are visible, measurable, and tied to renewal and expansion narratives.
- Partners with Sales on scoping, statements of work, pricing alignment, and pre-sales technical engagement, providing expert input to deal qualification and risk.
- Identifies and qualifies expansion opportunities such as additional products, additional service lines, or multi-year commitments, and works with Sales to convert them.
- Owns operational delivery against the Services ARR plan, accountable for margin discipline, utilization targets, and forecast accuracy.
- Provides input to pricing, packaging, and capacity planning for current and new service offerings.
- Tracks and reports delivery cost, gross margin per engagement, write-down and write-off rates, and other services-economics metrics, surfacing structural issues with concrete remediation proposals.
- Produces timely, accurate forecasts of staffing, hiring, and external contractor needs against the demand pipeline.
Benefits
- Equity
- Benefits (unspecified)
Compensation
Not specified
Work Arrangement
Remote (Worldwide)
Team
Not specified
Other
- Fully remote work environment
- Travel: not mentioned
- Language: English (implied)
- Background check: not mentioned
- Clearance: not mentioned
- Contract duration: not mentioned
- Probation: not mentioned
- Relocation: not mentioned
- Training: not mentioned
Not specified
