Service Delivery Manager - EY Global Delivery Services
EY · Caba
The opportunity
Security Technology Services (STS), part of Information Security, enables more than 425,000 people across 150+ countries to access systems and information securely. As the Information Security IT Cloud Service Owner, you will operate with a Product Owner mindset and be accountable for the vision, roadmap, adoption, performance and value of enterprise cloud security posture and workload protection services delivered through cloud SaaS technologies such as Wiz, Microsoft Defender for Cloud and Aqua Security.
You will define customer outcomes, prioritize the backlog, align investment to enterprise risk and cloud strategy, and partner with engineering and operations teams to deliver secure, reliable and easy-to-consume capabilities across multi-cloud environments. The role connects business customers, cloud and DevOps teams, architecture, strategy, risk, compliance, internal audit and vendors to move the service from strategy through delivery and continuous improvement.
Your key responsibilities
- Own the product vision, roadmap and end-to-end lifecycle for cloud security posture and workload protection services, including CSPM, CNAPP, CWPP, KSPM, infrastructure-as-code scanning and automated guardrails.
- Define customer outcomes and measurable value, linking roadmap investments to risk reduction, coverage, adoption, resilience, customer experience and cost efficiency.
- Maintain and prioritize the product backlog using business value, customer need, regulatory commitments, strategy, risk and delivery capacity.
- Translate stakeholder needs into product requirements, user stories, acceptance criteria, release priorities and adoption plans in partnership with strategy, engineering, and operations.
- Lead customer discovery, product evaluations, RFPs, proof-of-value engagements, pilots, launches and feedback loops that make services easier to consume.
- Act as the single point of accountability for the service, balancing demand transparently and communicating priorities, trade-offs, dependencies and delivery commitments.
- Define service offerings, onboarding journeys, support models, SLOs, SLAs, KPIs, operational workflows and customer-facing service communications.
- Monitor service health, reliability, coverage and performance; drive continual improvement, reduce technical debt and ensure incident, problem, recovery and change practices are documented and tested.
- Oversee onboarding, platform governance, integrations, upgrades, migrations and retirements across Azure, AWS, Google Cloud, Kubernetes, cloud workloads, containers and serverless workloads while minimizing disruption.
- Own service risk, control alignment, audit readiness, exception governance and remediation of service-related findings.
- Develop business cases, investment asks, budgets and benefits tracking; forecast demand, licensing and capacity; and improve unit cost and platform utilization.
- Lead vendor performance, roadmap, support, renewal and commercial discussions, while reducing unnecessary capability duplication.
- Present product performance, risk, roadmap progress, investment needs and measurable outcomes to senior leaders in clear business terms.
- Drive adoption through clear service offerings, paved paths, documentation, enablement and customer feedback loops.
Skills and attributes for success
- Product ownership expertise, including vision, outcome and roadmap definition, value-based backlog management and transparent prioritization.
- Strong customer focus, using discovery, feedback and data to improve service usability, adoption and value.
- Deep understanding of CSPM, CNAPP, CWPP, CIEM, KSPM, containers, Kubernetes, infrastructure as code, vulnerability management and risk prioritization.
- Experience connecting requirements and releases to measurable adoption, risk, reliability, customer experience and cost outcomes.
- Ability to define service operating models, onboarding criteria, configuration standards, policies, service levels, KPIs, runbooks and escalation paths.
- Experience managing service incidents, problems, recovery, changes, risks, findings, exceptions and remediation workflows.
- Executive communication skills, with the ability to explain product choices, technical risk, performance and investment needs in business terms.
- Ability to influence without authority and align global, cross-functional teams around shared outcomes and delivery commitments.
- Commercial acumen across budgets, unit economics, licensing, vendor performance, renewals and return on investment.
- Data-driven approach to continual improvement using product, operational, financial and customer measures.
- Ability to assess overlapping cloud security capabilities and product interfaces to strengthen integration, interoperability and cost-effective service decisions.
To qualify for the role you must have
- Bachelor's degree in Computer Science, Information Systems, Cybersecurity or a related discipline, or equivalent relevant experience.
- Five or more years of experience in information security, cloud security, cybersecurity engineering or technology service management.
- Three or more years owning or managing security products, platforms or enterprise services.
- Demonstrated experience with CNAPP or cloud security posture platforms; experience with Wiz, Microsoft Defender for Cloud or Aqua Security is strongly preferred.
- Experience supporting services across Azure, AWS or Google Cloud and cloud-native technologies such as Kubernetes, containers and serverless workloads.
- Experience owning product or technology roadmaps and delivering complex, cross-functional initiatives in a global environment.
- Strong written and verbal communication, including the ability to explain technical risk and product performance to non-technical executives.
Ideally, you'll also have
- Experience as a Product Owner, Service Owner, Platform Owner or Technology Manager in a global, regulated or highly matrixed enterprise.
- Experience with agile product delivery, backlog management, customer discovery, release planning and adoption measurement.
- Budget planning, vendor management, capability rationalization and benefits-realization experience.
- Experience with ServiceNow, Azure DevOps, CMDB integrations, automation, SIEM platforms or executive reporting.
- Relevant certifications such as CISSP, CCSP, CISM, ITIL, CSPO, SAFe Product Owner/Product Manager, or cloud and container security credentials.
What we look for
- Strategic and critical thinking with a structured approach to solving complex problems.
- Strong product judgment, customer empathy and the ability to make decisions amid ambiguity and change.
- Excellent communication, facilitation, negotiation and presentation skills.
- Good judgment, tact and decision-making ability.
- Experience working effectively across global, virtual and cross-cultural teams.
- The ability to work autonomously while building alignment and accountability across teams.
What we offer
You will work in a highly coordinated, globally diverse team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. Your recruiter can provide details about benefits available in your country.
- Continuous learning: Develop the mindset and skills to navigate what comes next.
- Success as defined by you: Use the tools and flexibility provided to make a meaningful impact.
- Transformative leadership: Build the insight, confidence and capabilities to lead change.
- Inclusive culture: Bring your perspective and help others contribute theirs.
EY provides reasonable accommodations for qualified individuals and supports flexible working arrangements. Please contact your recruiter for details relevant to the role and location.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
Join us in building a better working world.