Services Delivery Manager – MSSP

About the Role:

We are seeking an experienced Services Delivery Manager to lead our MSSP department’s IT operations. In this pivotal role, you will oversee the delivery of managed security services, ensuring exceptional operational performance, customer satisfaction, and seamless service execution. You will act as the primary point of contact between clients and internal teams, driving continuous improvement and operational excellence.

Key Responsibilities:

• Lead and manage end-to-end service delivery for MSSP operations, ensuring SLAs, KPIs, and quality standards are met consistently.
• Coordinate cross-functional teams including security analysts, engineers, and support staff to ensure timely incident response and resolution.
• Develop and implement processes to enhance service delivery efficiency and operational effectiveness.
• Collaborate with sales, technical, and account management teams to ensure smooth onboarding and continuous engagement with clients.
• Monitor service delivery performance, generate regular reports, and provide actionable insights to senior management and clients.
• Manage escalations and ensure swift resolution while maintaining customer satisfaction.
• Drive continuous improvement initiatives and adopt best practices in IT operations and cybersecurity service delivery.
• Stay current with industry trends and technologies related to MSSP and IT operations.

Required Qualifications:

• 7-11 years of experience in IT operations and service delivery, preferably within MSSP or cybersecurity services.
• Proven track record managing large-scale IT service delivery projects and teams.
• Strong understanding of ITIL practices and frameworks related to service management.
• Excellent leadership, communication, and stakeholder management skills.
• Experience with incident management, problem management, and change management processes.
• Ability to analyze complex technical issues and coordinate resolution across teams.
• Familiarity with security monitoring tools and platforms is a plus.
• Relevant certifications such as ITIL, PMP, CISSP, or CISM are advantageous.

Job Nature:

SITE, Project-Based.

In addition to the monthly salary, SITE provides you these Benefits:

• Social allowance.
• Mobile allowance.
• Medical Insurance employee, his/her family, and parents.