Required-Service Delivery Manager (Cybersecurity)

Role & responsibilities

Role Title

Role Summary

Key Responsibilities

Service Delivery Ownership

• Ensure projects and ongoing operations meet SLA, SLO and contractual commitments
• Drive issue resolution, RCA and improvement actions for recurring challenges

Customer and Stakeholder Management

• Act as the primary point of contact for customer escalations and service performance discussions
• Run weekly, monthly and quarterly reviews with clear reporting on service health, incidents, KPI performance and improvement plans
• Build trusted relationships with customer IT, security and leadership teams
• Align delivery expectations with Sales, Presales, SOC Managers, Engineering Leads and Practice Heads

Operational Governance

• Monitor service dashboards, workload distribution, staffing needs and shift plans
• Ensure compliance with internal processes, security policies, audit requirements and documentation standards

Team Leadership

• Guide and mentor analysts, engineers and team leads
• Manage performance expectations, skill development and certification plans
• Support hiring evaluations and build a reliable delivery bench for emerging technologies

Continuous Improvement

• Drive internal productivity enhancements

Reporting and Metrics

• Maintain accurate service documentation, runbooks, SOPs and configuration records

Experience Required

• 7 to 12 years of experience in IT services or cybersecurity services
• At least 3 years in service delivery, operations management
• Experience working with enterprise customers
• Exposure to system integration projects in security, cloud or network domains

Behavioral Traits

• Strong ownership mindset
• Excellent customer communication
• Calm under pressure
• Ability to multitask across customers and teams
• Structured, data-driven decision making

Preferred candidate profile