We’re partnering with a fast growing UK cybersecurity specialist delivering managed security, advisory, and compliance services through a leading Security Operations Centre (SOC) and a partner driven technology ecosystem.
They support organisations in strengthening their security posture through a blend of AI-augmented defence, expert analysts, and proactive service delivery, all within a collaborative and people first culture.
The Role
Due to continued organic growth, they are looking for an experienced Service Delivery Manager (SDM) to join their established operational team.
You’ll play a key role in ensuring exceptional service performance across client accounts, acting as the main point of contact between customers and internal technical teams, and driving continuous improvement across service delivery.
This is a great opportunity for someone with a background in IT managed services or cybersecurity operations who thrives in a technically complex, client-focused environment.
Key Responsibilities
* Own end to end service delivery performance across assigned client portfolios
* Ensure SLAs, KPIs, and service commitments are consistently met and communicated
* Coordinate across SOC operations, engineering, support teams, and third parties to resolve issues efficiently
* Lead customer service reviews, reporting, escalations, and continual service improvement initiatives
* Support onboarding of new clients and smooth transition into BAU
* Collaborate with account directors and technical leads to align delivery with client expectations
* Monitor service metrics and contribute to improvements in tooling, reporting, and processes
What We’re Looking For
Essential:
* 3+ years’ experience in IT service delivery / managed services
* Proven track record managing SLAs and KPIs
* Strong stakeholder management and ability to translate technical issues for non-technical audiences
* ITIL Foundation (or equivalent experience across incident/problem/change management)
* Strong organisational, analytical, and communication skills
* Experience with ITSM tools
* Eligibility for (or current) SC clearance
Desirable:
* Experience in cybersecurity or SOC environments
* Exposure to SIEM/XDR or security monitoring/incident response
* Experience using Power BI
* Confidence handling client-facing escalations and complex conversations
Please note - candidates must have eligibility for SC Clearance for this role.