Outsourcing & Partner Support Program Manager (Cybersecurity)

TL;DR

Outsourcing & Partner Support Program Manager (Cybersecurity): Leading regional OSP performance and driving operational efficiencies within the identity security domain with an accent on KPI compliance and partner satisfaction. Focus on developing MSP support programs, managing vendor performance reporting, and improving case quality across global support operations.

Location: Must be based in the United States

Company

Global leader in identity security providing an AI-powered platform to secure human and machine identities in the modern enterprise.

What you will do

• Lead regional OSP performance and implement improvements to the ongoing management strategy.
• Drive KPI performance, training initiatives, and security compliance to meet organizational requirements.
• Manage reporting and analytics for vendor performance, including weekly and quarterly business reviews.
• Develop and maintain a Channel Partner/MSP support program to improve customer experience and case quality.
• Collaborate with global support, security services, sales, and operations to ensure long-term customer success.
• Develop recognition initiatives and contract enhancements to increase OSP engagement and reduce attrition.

Requirements

• 3-5 years of experience in Technical Support Management within a software or SaaS company.
• Bachelor’s degree in Cybersecurity, Information Technology, Computer Networking, or a related field.
• Experience with hirify.global products and solutions, including relevant training or certifications.
• Excellent partner and customer-facing communication skills.
• Proficiency in English (written and spoken).
• Must be based in the United States.

Nice to have

• Technical certifications in relevant operating systems and products.
• Knowledge of authentication methods such as SAML, RSA SecurID, Smart cards, Tokens, Radius, and LDAP.
• Experience with Windows Clustering, Network Load Balancing, SAN technologies, and disaster recovery.