About the Role:
We are seeking a highly skilled and motivated Service Delivery Manager to lead and coordinate the delivery of critical IT infrastructure and cybersecurity services to our clients. This is a key leadership role, ensuring that SLAs are met, services are delivered efficiently, and that client satisfaction is consistently achieved and exceeded.
Key Responsibilities:
Manage end-to-end service delivery for infrastructure and cyber operations, ensuring stability, performance, and compliance.
Build and maintain strong client relationships, acting as the primary point of contact for all service-related matters.
Monitor service metrics and KPIs, driving continuous improvement in service quality and operational efficiency.
Collaborate with cross-functional teams including SOC, network, cloud, and support engineers.
Handle incident escalation and ensure timely resolution, root cause analysis, and reporting.
Oversee change management processes and ensure alignment with ITIL best practices.
Manage vendor relationships and coordinate third-party support where required.
Lead service review meetings, producing documentation and reporting to senior stakeholders.
Essential Requirements:
Proven experience in service delivery within infrastructure and/or cybersecurity environments.
Strong understanding of ITIL framework (certification preferred).
Experience managing services across cloud (e.g., Azure, AWS), on-prem, and hybrid environments.
Ability to manage multiple workstreams and stakeholders in a fast-paced, high-pressure environment.
Solid understanding of cybersecurity principles, threat landscape, and compliance requirements.
Excellent communication, interpersonal, and stakeholder management skills.
Strong analytical and problem-solving capabilities.
Desirable:
Experience working in a regulated industry (e.g., financial services, healthcare, government).
Familiarity with ISO 27001, NIST, or DORA frameworks.
Exposure to SOC, SIEM (e.g., Sentinel, QRadar), or endpoint security platforms.
Experience in service delivery across MSP or consultancy environments.
