Proofpoint · 4 hours ago
Service Delivery Manager
Salem, IN
Full-time
Hybrid
Senior Level, Lead/Staff
$123K/yr - $194K/yr
8+ years expProofpoint is a global leader in human- and agent-centric cybersecurity. The Service Delivery Manager serves as the Single Point of Contact for customers, ensuring the successful delivery of services across multiple complex product lines while managing escalations and driving customer success.
EmailEnterprise SoftwareInformation TechnologyNetwork SecuritySaaS
Responsibilities
Serve as the Single Point of Contact (SPOC) for assigned enterprise customers, ensuring a seamless service experience across all product lines
Provide regular updates on service requests, escalations, and cross-product dependencies, ensuring clarity and transparency. Lead service review meetings, QBRs (Quarterly Business Reviews), and executive updates with customers and internal stakeholders
Act as a trusted advisor to customers, understanding their business needs and ensuring alignment with the company’s service offerings
Coordinate service delivery across multiple product lines and services, ensuring teams from work in sync to meet customer expectations
Identify and resolve cross-product dependencies that may impact service performance
Ensure smooth handoffs between teams, especially when customer issues involve multiple technical domains
Work closely with product management and engineering to address recurring issues and provide feedback on product improvements
Act as the primary escalation point for complex service issues spanning multiple product lines
Collaborate with Technical Support teams to ensure rapid incident resolution and post-mortem analysis for critical service failures
Ensure root cause analysis (RCA) are delivered and reviewed and tracked with customers
Partner with Professional Services teams to ensure successful implementation and post-deployment support for customers
Work closely with TAMs to drive proactive account management and value realization for customers
Coordinate with Technical Support to ensure that customer-reported issues are addressed effectively, particularly those involving multiple products or integrations
Provide internal reports and insights on service performance, customer sentiment, and operational risks to leadership
Track key service metrics such as SLAs, response times, resolution rates, and customer satisfaction (CSAT) scores across different product lines
Identify trends and opportunities for service improvement, ensuring continuous enhancement of customer experience
Conduct post-mortem reviews for major incidents and drive lessons learned into process improvements
Qualification
Required
8+ years of experience in service delivery, customer success, or technical account management within a multi-product, enterprise-level organization
Strong knowledge of Professional Services, TAM, and Technical Support operations, especially in complex, multi-product environments
Experience working with SaaS, Cloud, or Enterprise IT solutions with cross-product dependencies
Strong familiarity with ITIL frameworks, SLA management, and service delivery
Benefits
Competitive compensation
Comprehensive benefits
Career success on your terms
Flexible work environment
Annual wellness and community outreach days
Always on recognition for your contributions
Global collaboration and networking opportunities
Flexible time off
A comprehensive well-being program with two paid Wellbeing Days and two paid Volunteer Days per year
A three-week Work from Anywhere option
Company
Proofpoint
Proofpoint provides cloud-based email security, e-discovery, and compliance solutions for companies to protect sensitive business data.
1001-5000 employees
H1B Sponsorship
Proofpoint has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (51)
2024 (52)
2023 (47)
2022 (103)
2021 (71)
2020 (54)
Funding
Current Stage
Public CompanyTotal Funding
$885.5MKey Investors
DAG VenturesBridgescale PartnersMeritech Capital Partners
2021-04-26Acquired
2019-08-21Post Ipo Debt· $800M
2012-04-20IPO
Leadership Team
Sumit Dhawan
CEO
Michael Frendo
Chief Technology Officer, Engineering
Recent News
2026-01-06
2025-12-18
Company data provided by crunchbase