About the role

Service Delivery Manager overseeing high-quality services and customer relationships in cyber security. Ensuring service excellence in threat detection and fulfilling contractual commitments across multiple accounts.

Responsibilities

We’re looking for a Service Delivery Manager to take ownership of delivering high-quality services across a portfolio of managed service customers, with a strong focus on cyber security.
You’ll play a key role in ensuring our services, from threat detection and monitoring through to wider IT service operations, are delivered to a high standard, fulfil contractual commitments and drive continual improvement.
You’ll act as the voice of the customer within the business, making sure their needs are understood, expectations are exceeded, and the value we deliver is clear and measurable.
You’ll build trusted relationships, translate complex service data into meaningful insights, and work across teams to continually evolve how we deliver.
This is a hands-on role for someone with experience managing customer-facing services, ideally within a SOC or cyber security operations environment, and is ready to take ownership of delivering service excellence across multiple accounts.

Own the customer relationship from a service perspective, building trust and ensuring services deliver what’s promised.
Deliver regular service reviews, presenting performance insights, SLAs, and improvement plans in a way that’s clear and meaningful.
Oversee service performance for assigned customers, ensuring delivery activities remain on track and aligned with expectations.
Monitor and report on service performance, identifying trends, risks, and opportunities for continuous improvement.
Manage escalations effectively, keeping customers updated, coordinating internal responses, and ensuring follow-through on root causes.
Support onboarding and service transition for new customers or services, ensuring readiness and handover into BAU support.
Work with engineering, SOC, and project teams to drive continuous improvement and align delivery with customer needs.
Help customers get the most from our services, including platforms such as Rapid7, Microsoft Defender, and other SIEM tools.
Contribute to reporting and analysis, including SLAs, threat detection trends, vulnerability findings, and investigation outcomes.
Stay aware of cyber security developments, including emerging threats, attacker techniques, and industry best practices, bringing that insight back into the service.
Act as a customer advocate, ensuring expectations are understood internally, risks are communicated early, and actions are taken to maintain trust and service quality.