Role Overview
We're looking for a Service Delivery Manager to take ownership of delivering high-quality services across a portfolio of managed service customers, with a strong focus on cyber security. You'll play a key role in ensuring our services, from threat detection and monitoring through to wider IT service operations, are delivered to a high standard, fulfil contractual commitments and drive continual improvement.
You'll act as the voice of the customer within the business, making sure their needs are understood, expectations are exceeded, and the value we deliver is clear and measurable. You'll build trusted relationships, translate complex service data into meaningful insights, and work across teams to continually evolve how we deliver.
This is a hands‑on role for someone with experience managing customer-facing services, ideally within a SOC or cyber security operations environment, and is ready to take ownership of delivering service excellence across multiple accounts.
Responsibilities
- Own the customer relationship from a service perspective, building trust and ensuring services deliver what's promised
- Deliver regular service reviews, presenting performance insights, SLAs, and improvement plans in a way that's clear and meaningful
- Oversee service performance for assigned customers, ensuring delivery activities remain on track and aligned with expectations
- Monitor and report on service performance, identifying trends, risks, and opportunities for continuous improvement
- Manage escalations effectively, keeping customers updated, coordinating internal responses, and ensuring follow-through on root causes
- Support onboarding and service transition for new customers or services, ensuring readiness and handover into BAU support
- Work with engineering, SOC, and project teams to drive continuous improvement and align delivery with customer needs
- Help customers get the most from our services, including platforms such as Rapid7, Microsoft Defender, and other SIEM tools
- Contribute to reporting and analysis, including SLAs, threat detection trends, vulnerability findings, and investigation outcomes
- Stay aware of cyber security developments, including emerging threats, attacker techniques, and industry best practices, bringing that insight back into the service
- Act as a customer advocate, ensuring expectations are understood internally, risks are communicated early, and actions are taken to maintain trust and service quality
Key Skills and Behaviours
- Experience in service delivery management within a managed services or cyber security operations setting (e.g. SOC, SIEM, MDR, threat monitoring)
- A strong grasp of ITIL principles and service management disciplines (ITIL v3/v4 certification preferred)
- Familiarity with ServiceNow or similar ITSM tools
- Experience with platforms such as Rapid7 and Microsoft Defender
- Excellent communication and relationship-building skills, with the ability to engage confidently at all levels
- Strong problem‑solving and organisational skills, with a calm, structured approach under pressure
- A customer‑first mindset. Empathetic, pragmatic, and focused on creating clarity and value in every interaction
- Ability to interpret and present data in a meaningful way, supporting conversations about performance and improvement
- A collaborative, team‑oriented approach with a genuine interest in helping others succeed
- Awareness of cyber security operations and threat landscapes, and a curiosity to stay informed as the field evolves
- Self‑management, accountability, and the ability to work flexibly across multiple priorities
- A growth mindset. Keen to contribute to the ongoing evolution of our services and how we deliver them
Benefits
Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, savings discount, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Customer Service
Industries: IT Services and IT Consulting
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