Service Delivery Manager - MSS Title: Service Delivery Manager Location: London, hybrid, occasional travel to client sites Job type: Full-Time Permanent About Us Integrity360 is the largest independent cyber security provider in Europe, with a growing international presence spanning the UK, Ireland, mainland Europe, Africa and the Caribbean. With over 700 employees, across 12 locations, and six Security Operations Centres (SOCs)—including locations in Dublin, Sofia, Stockholm, Madrid, Rome and Cape Town—we support more than 2,500 clients across a wide range of industries. Over 80% of our team are technical experts, focused on helping clients proactively identify, protect, detect and respond to threats in an ever-evolving cyber landscape. Our security-first approach positions cyber resilience as a business enabler, empowering organisations to operate with confidence. At Integrity360, people come first. We invest heavily in learning, development and progression, fostering a dynamic culture where innovation, collaboration and continuous growth are at the heart of what we do. If you're ready to take your cyber security career to the next level, we’d love to hear from you. Job Role / Responsibilities As the Service Delivery Manager, you will be responsible for driving service excellence & ensuring the highest level of performance is delivered to our clients. You will have responsibility for delivering multiple services to a key client in the form of Managed Security Services & infrastructure support agreements. You will have sole responsibility for Service Level Management & will be expected to provide focus for contractual SLA management, customer satisfaction & continuous service improvement initiatives with this high profile client. You will be accountable for all aspects of incident, problem & change control, driving service stability & acting as a key escalation point for all major incidents & issues. You will be a strong change advocate & have familiarity with ITIL Service Management best practice. You will be expected to manage & sponsor multiple internal projects delivering key enhancements & improvements to the business for the customer. Primary Duties/Responsibilities include: Managing all aspects of Service Delivery ensuring adherence to critical SLAs at all times Relationship Management between all business functions & customers alike Provide expert management to support complicated, high profile customer issues, managing the incident right through to root cause identification, in line with the ITIL framework Ability to manage Internal Enhancement projects & identify improvement opportunities Manage a Continuous Service Improvement Process constantly striving for Service Excellence Conduct or participate in service reviews Participate in new process design and own the transition to operations Excellent documentation skills. Maintain documentation repository in line with ISO 20000 framework Stakeholder management with both internal and external customers Excellent communication and written skills Project lifecycle experience and understanding Escalation and Dispute resolution management, potentially owning the resolution sourcing process where necessary Service Reporting on a Weekly basis or as necessary SLA & KPI writing, reporting and development Desired Skills Minimum 2-3 years working in a similar Service Delivery Management position Experience in Client Facing roles with reporting & presentation requirements Experience in a Managed Services & Helpdesk environment Previous IT Infrastructure Management Experience Desirable A good understanding of technical security environments Proven responsibility in all phases of project delivery within tight deadlines under pressure from external clients Experience with ISO 9001 / 27001 & 20000 Certifications & Requirements Excellent interpersonal and communication skills both verbal and written Fluent English speaker Aptitude for solving problems and acting on own initiative A strong team player with a flexible approach Highly motivated with a willingness to learn & drive that motivation within the team Can demonstrate consistency in their work attitude Strong analytical skills, logical and structured in approach Proactive and energetic in the work situation, seeking to get things done and at deal with a variety of tasks Ability to create a positive and innovative, engaging working environment Certifications/Qualifications ITIL Qualified to Foundation level minimum Educated to Degree Level desirable Technical Qualification in the IT Infrastructure or security fields are desirable LI-JL1