Hybrid Technical Service Delivery Program Manager

at Cisco

• Job title: Technical Service Delivery Program Manager
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cyber Security, PMP, ServiceNow
• Location requirements: Hybrid, San Jose, Costa Rica

About the role

• Program Manager driving incident management and security monitoring initiatives for Cisco's Security and Trust Organization. Collaborating with cross-functional teams to enhance security operations and client engagement.

Responsibilities

• Manage the implementation of security monitoring services.
• Lead SVIC client engagement and onboarding activities across Cisco business units.
• Coordinate multiple projects and/or teams in parallel to meet organizational priorities.
• Plan, execute, and monitor programs throughout the program life cycle to support the strategic direction of the organization.
• Manage program schedule, scope, and resources, adjusting to new requirements and constraints over the program lifecycle.
• Plan and implement program governance structures in an organized and controlled fashion to ensure that decision making is occurring with the right people involved.
• Regular communication of program delivery results and financial reporting to program stakeholders.
• Ongoing communications and change management supporting program objectives, adoption and maturity.
• Identification, monitoring, and control of program risk, issues, and escalations.
• Identification, monitoring and control of the interdependencies between projects.
• Upskill, retrain, and develop the team as needed to address all the resource requirements.

Requirements

• Bachelors with 7+ years of experience, OR Masters with 4 + years of experience in project/program management, incident management, and/or cybersecurity.
• 4+ years of experience handling technical incidents, managing escalations, and communicating effectively with clients/customers.
• Demonstrated hands-on experience with tracking tools such as Microsoft 365, Jira, and ServiceNow.
• Proven experience in leadership roles (e.g., project management, incident management, or tech lead) with strong problem-solving and decision-making abilities.
• ITIL foundation certification preferred.
• PMP certification desired.
• Able to understand and communicate the technical elements of a security incident/investigation concisely and effectively to a wide audience (verbal and written).
• Competence and desire to learn quickly on new technologies as they become relevant.
• Strong analytical, interpersonal, relationship management, and time management skills.
• Ability to collaborate with a worldwide team to accomplish our goals.
• Knowledge of adversary techniques, threat-modelling frameworks, and security concepts (SANS GSEC, GCIH, and/or CISSP certifications preferred).
• Understand roles and responsibilities of other teams and how best to apply their skills in the resolution of security incidents.

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Remote work options