Senior Technical Services Delivery Manager – Customer Success & Cybersecurity Operations Lead

About brighthush and the Future of Cybersecurity

At brighthush, we’re not just a technology company – we’re a movement dedicated to safeguarding the digital world. Our mission is simple yet profound: protect the digital way of life through relentless innovation, bold thinking, and a commitment to real‑world impact. We operate at the intersection of cutting‑edge technology and tangible results, solving complex security challenges for enterprises worldwide.

Our culture is built on five core values that guide every decision and every interaction: Disruption, Collaboration, Execution, Integrity, and Inclusion. These principles empower our teams to think differently, work together seamlessly, and deliver outcomes that matter. Whether you’re a seasoned professional or a fresh graduate, you’ll find a place at brighthush where your voice is heard, your ideas are valued, and your growth is accelerated.

Why This Role Matters

The Technical Services Delivery Manager – Customer Success is a pivotal leadership position that bridges the gap between our customers’ security needs and the execution of our world‑class services. You will oversee a high‑performing team of 10–15+ technical consultants and subcontractors, ensuring that every engagement—from deployment to upgrade to strategic transformation—delivers measurable value. Your influence will shape the customer experience, drive revenue growth, and elevate the overall quality of our service delivery.

Key Responsibilities

People & Operations Leadership

• Lead daily operations for a multidisciplinary team of 10–15+ consultants, covering hiring, onboarding, career development, capacity planning, performance management, and promotion pathways.
• Champion a culture of accountability, continuous improvement, and high utilization, ensuring that every team member is empowered to excel.
• Implement robust processes for workload distribution, skill mapping, and knowledge sharing to maintain operational excellence.

Engagement & Quality Delivery

• Oversee end‑to‑end execution of service engagements across SOC operations, Endpoint Protection, Threat Mitigation, Cloud Posture, Runtime, Application Security (AppSec), and Automation workstreams.
• Ensure that all projects meet or exceed defined milestones, quality standards, and customer satisfaction (CSAT) targets.
• Act as the primary escalation point for complex technical or operational issues, driving swift resolution and maintaining project timelines.

Pre‑Sales & Business Growth

• Partner with Sales and Account teams to scope new engagements, estimate Level of Effort (LOE), and craft compelling Statements of Work (SOW).
• Identify opportunities for upsell and cross‑sell of specialized consulting and automation packages, contributing directly to revenue growth.
• Develop and maintain a deep understanding of the brighthush Cortex product suite to articulate value propositions effectively.

Partner & Subcontractor Management

• Onboard, train, and manage third‑party partners and contractors, ensuring alignment with brighthush’s quality standards and operational expectations.
• Maintain strong relationships with external talent pools, fostering collaboration and knowledge exchange.

Enablement & Practice Strategy

• Collaborate with the PMO to refine project planning, resource allocation, and risk mitigation strategies.
• Contribute to the development and operationalization of new service offerings, ensuring they are scalable and aligned with market demands.
• Expand internal training content, creating learning pathways that elevate the technical proficiency of the entire delivery organization.

Essential Qualifications & Domain Expertise

Leadership Experience

• Minimum 2 years of proven experience managing teams of 10+ technical resources in a professional services environment.
• 5+ years of hands‑on delivery or support of enterprise cybersecurity solutions, with a track record of driving high‑quality outcomes.

Security & Operations Domain

• In‑depth knowledge of SOC environments, Incident Response practices, Critical Security Controls, security engineering, SOAR operations, endpoint protection, and threat mitigation.
• Experience designing and executing security programs that align with industry best practices and regulatory requirements.

Cloud & DevOps Expertise

• Practical experience with major cloud platforms (AWS, Azure, GCP), containerization, orchestration, and CI/CD DevOps Apply for this job