Service Delivery Manager

Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently.

Join us in our pursuit to defend data and protect people.

About Us:

At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values:

Bold in how we dream and innovate

Responsive to feedback, challenges and opportunities

Accountable for results and best in class outcomes

Visionary in future focused problem-solving

Exceptional in execution and impact

Corporate Overview

In today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective.

And we are just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you are helping to:

• Build and enhance our proven security platform

• Blend innovation and speed in a constantly evolving cloud environment

• Analyze new threats and offer deep insight through data-driven intel

• Collaborate with customers to help solve their toughest security challenges

We are devoted to helping our customers protect their greatest assets and biggest security risk: their people. That is why we are a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

The Role

The Service Delivery Manager serves as the Single Point of Contact for customers, ensuring the successful delivery of services across multiple complex product lines. This role requires a deep understanding of cross-functional service coordination, as it involves working with Product teams, Managing RFEs, Professional Services, Technical Account Managers (TAMs), and Technical Support teams to provide a seamless customer experience. This person is responsible for orchestrating service activities across diverse product lines, managing escalations, and driving customer success by ensuring timely resolution of technical and operational challenges.

The ideal candidate thrives in a fast-paced, multi-product environment and is skilled in managing enterprise customer relationships with strategic oversight.

Your day-to-day

Customer Engagement & Communication

• 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

Cross-Product Service Coordination

• 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

Issue Resolution & Escalation Management

• 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

Collaboration & Stakeholder Management

• Partner with Professional Services teams to ensure successful implementation and post-deployment…