Director of Enterprise Service Delivery

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November 9

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appNovi, Inc (A Fenix24 Company)

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Cybersecurity • SaaS • B2B

appNovi, Inc (A Fenix24 Company) is a cybersecurity and cyber-resilience company that focuses on rapid breach recovery, ransomware restoration, and managed protection services. Operating under the Fenix24 brand, the company combines breach response expertise, recovery guarantees, asset and resiliency software, and proactive security assessments to help enterprise and professional organizations minimize downtime and restore operations quickly after incidents. appNovi serves regulated industries such as legal, financial services, healthcare, manufacturing and technology, and provides both software and incident response services.

1 - 10 employees

Founded 2020

🔒 Cybersecurity

☁️ SaaS

🤝 B2B

📋 Description

• Deliver white-glove service to enterprise customers, ensuring consistency and quality that drives retention and advocacy. • Serve as the senior executive escalation point for enterprise clients, ensuring swift resolution of issues and proactive engagement. • Oversee day-to-day enterprise service operations, ensuring adherence to SLAs, KPIs, and contractual requirements. • Champion a culture of continuous improvement across service delivery, using data to drive improvements. • Ensure delivery teams proactively anticipate client needs, resolve escalations, and identify opportunities to add value. • Work with Sales Engineering and pricing teams to ensure that service delivery cost data and budget variances are factored into pricing calculators and proposals. • Monitor and report on delivery budgets, proactively flagging risks and cost overruns. • Partner closely with Product teams to communicate delivery challenges related to product feature gaps, documentation, and required enhancements. • Partner with sales, account management, and product teams to support renewals, upsells, and solution expansion. • Contribute to strategic planning by identifying operational trends, opportunities for automation, and areas for efficiency gains.

🎯 Requirements

• Bachelor’s degree in Business, Information Technology, Cybersecurity, or related field. • 10+ years of progressive leadership experience in service delivery and enterprise client management. • Demonstrated ability to lead global, cross-functional teams in a matrixed environment. • Strong experience in managed services delivery models, including backup, firewall, endpoint, advisory services, SLAs, ticketing systems, and client onboarding processes. • Experience partnering with Product and Sales Engineering teams to influence roadmaps and pricing models • Strong track record of building client relationships at the executive level and driving measurable improvements in satisfaction and retention. • Deep knowledge of service delivery frameworks (ITIL) and enterprise-level operations. • Experience tracking and reporting delivery and performance metrics. • Strong understanding of ITIL practices, service management tools (e.g., ServiceNow, ConnectWise), and SLAs/KPIs

🏖️ Benefits

• Internal and external learning & development opportunities, including career advancement • Competitive compensation & benefits including: Private health insurance • Mental health and wellness programs • Company-matched pension scheme • Life insurance and income protection insurance • Monthly fitness/gym membership allowance