PureCyber combines both defensive & offensive cyber security, with expert governance & compliance consultancy offering organisations a comprehensive service.
Our all-in-one solution simplifies cyber security by providing 24/7 protection, proactive threat intelligence, expert consultancy, and real-world attack simulations all from a single, trusted source. Our goal is to provide peace of mind to our clients, knowing they are secured by a partner they can trust.
We're seeking a proactive and driven Service Delivery Manager to join our growing team. As a key member of the Sales and Client Delivery function, you will be responsible for ensuring the effective delivery of our services, acting as the main operational contact for service matters for our clients.
In this role, you'll focus on service quality, retention, manages escalations, and drive continuous improvement by working closely with technical teams, to ensures issues are resolved quickly and services are delivered to the highest standard.
Key Responsibilities
* Oversee the end-to-end delivery of our cyber security services, ensuring compliance with SLAs and contractual obligations.
* Act as the primary operational contact for clients on service matters and escalations, ensuring timely resolution and root cause management.
* Manage service delivery for MXDR and Total subscription customers, working in partnership with the Account Manager (AM).
* Monitor service quality, KPIs, and performance, identifying areas for improvement.
* Work closely with the internal technical teams to align security services with customer needs.
* Conduct structured service reviews, producing customer facing reports.
* Hold annual face-to-face service delivery meetings with subscription customers, in addition to quarterly reviews.
* Work with sales and account management teams to identify upsell opportunities.
* Provide updates and reports to the Senior Leadership Team on service performance, risks and deliverables.
* Support the creation and rollout of a new service delivery portal, ensuring adoption and usability.
Person Specification
Essential:
* Proven experience in a SDM, customer success, or a related role.
* Excellent relationship management skills, with the ability to build trust and credibility with customers.
* Strong communication and presentation skills, with the ability to influence stakeholders at all levels.
* Self-motivated, proactive, and able to work independently while collaborating effectively with internal teams.
* Willingness to travel as required to meet with clients.
* Full UK driving license.
Desirable:
* Experience in the cybersecurity sector, including knowledge of key products and services.
* Certified in Scrum, Agile, or an equivalent framework.