28 days old

Associate Director - Firewall Service Delivery Manager

Glen Mills, PA 19342
  • Job Code

We have an excellent opportunity for an Associate Director - Firewall Service Delivery Manager for one of our premier clients.


  • This position is responsible for day-to-day leadership and accountable for the implementation and operations of the Firewall Service within an enterprise-level, globally distributed organization.
  • The Service Lead works closely with the other internal groups to ensure integration of operations and maintenance of organizational standards and processes such as incident response and change control.
  • He/she manages delivery according to the service level agreements and instills high service attitude and operations disciplines to deliver a 7x24 highly available, highly performing, and highly scalable firewall service.
  • Position also interfaces closely with the senior leadership to develop tactical and strategic service plans for the service. It will be necessary to liaise with internal and/or external service providers on support and delivery matters.
  • The Service Lead requires advanced to mastery skills that enable the individual to deliver a high level of service and to meet the expectation from the business of a highly available infrastructure.
  • Advanced to mastery knowledge of Core, Specialized and technical competencies is required, along with a very solid understanding of an enterprise IT infrastructure operational environment, adhering to industry best practice.


  • Overall day to day operations management including SLA and queue management, shift management, ticket handling, first point of escalation, daily maintenance activities
  • Ensures compliance and best practices of all ITSM process that are leveraged by the respective service
  • Holds operational reviews with customers
  • Executes Service Improvement plan (SIP) activities
  • Ensures successful deployment of service
  • Maintains accountability for metrics and reporting and continuous service improvement
  • Designs, implements and ensures adherence to all needed processes to deliver the service including compliance with existing standards for those processes that are already in place (e.g., GNOC support for P1 issues, use of SN for incident/request)
  • Maintains strong relationship with Customer Managers as their primary contact point to customers
  • Work with Security Program Lead to define operational policies and procedures, customer support processes, and metrics for the service
  • Work with member firm IT personnel to size/order/install/configure firewall hardware (coordinating with Network Services for architectural support and expert knowledge)
  • Work with Program and Pillar leads to develop roadmap for future improvements/enhancements to the service (such as a data feed to IDS service, or taking advantage of any next-gen hardware/software capabilities)
  • Work with internal IT personnel to explain firewall policies and processes
  • Provide level 3 troubleshooting and support for firewall management service, coordinating with internal teams and vendors for additional/expert support as needed.
  • Work within specified organizational boundaries and company change management processes to review/approve firewall policy changes
  • Oversee hardware and software upgrade program for the service.
  • Act as Top Level Escalation for technical and operational issues
  • Coordinate communications regionally and globally, both to team and customers
  • Cross-Functional support for development and implementation of systems
  • Ensure all activity and communications meets SLA's
  • Ensure optimization and performance of the hardware infrastructure
  • Monitor the Service Desk system and act to resolve incidents and service requests


  • 15 years of overall experience with at least 5 years in senior management role(s).


  • Detailed knowledge of networking, security, and firewalls.
  • Detailed knowledge of Checkpoint products
  • Executes design activities leveraging knowledge of all architecture design techniques; Ensures design is consistent with solution architecture; Ensures adherence to design standards; Performs technology proofs-of-concept to support design approaches
  • Monitors consistency in written materials; Assesses the audience needs and level of understanding for written materials; Contributes samples and leading practices in the area of written materials
  • Builds collaborative alliances with major external technology vendors and understands critical information about future-oriented technologies; Directly manages the contracting of service agreements and influences vendors regarding product development / enhancements based on organizational objectives

Education: College Diploma in Computer Science or equivalent industry experience


  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Associate Director - Firewall Service Delivery Manager

Randstad Technologies
Glen Mills, PA 19342

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Associate Director - Firewall Service Delivery Manager

Randstad Technologies
Glen Mills, PA

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