Senior Service Delivery Manager

Job Title: Service Delivery Manager (Cybersecurity)

Role Overview

Manage the delivery of cybersecurity services, ensuring SLA compliance, customer satisfaction, and smooth coordination between customers and technical teams.

Key Responsibilities

• Ensure services are delivered as per SLAs and KPIs
• Act as main customer point of contact
• Manage incidents, escalations, and service performance
• Conduct service review meetings and reporting
• Coordinate with SOC and security teams
• Drive continuous service improvement

Requirements

🎓 Education

• Bachelor’s in Cybersecurity, IT, or related field

🏆 Certifications

• Service Delivery / ITSM certification (required): ITIL / SIAM / ISO 20000
• Security certification (preferred): CISSP, CISM, CCNP Security

🧠 Experience

• 10+ years in service delivery / IT operations
• Experience in cybersecurity environments (SOC / MSSP)
• Strong experience with SLAs, escalations, and reporting

Skills

• ITSM and SLA/KPI management
• Understanding of cybersecurity (SOC, EDR/XDR, threats)
• Strong communication and stakeholder management

Nice to Have

• PMP / Prince2
• Experience in managed services