Cybersecurity Service Delivery Manager

Job description

The Service Delivery Manager (SDM) in Cyber Security is responsible for ensuring reliable, SLA-driven delivery of managed security services to customers. The role acts as the bridge between customer, SOC operations, and internal delivery teams, ensuring agreed service levels, quality standards, and contractual commitments are consistently met. The SDM is accountable for service performance, governance, customer satisfaction, and continuous improvement, while proactively managing risks, escalations, and operational challenges **Role & responsibilities** Own end-to-end delivery of cybersecurity services (SOC, monitoring, incident response, etc.) Ensure SLA/KPI compliance and meet contractual service commitments Act as primary escalation point for security incidents and service issues Manage customer relationship and drive regular governance reviews Coordinate across SOC, engineering, and support teams for seamless delivery Monitor service performance and drive corrective and preventive actions Ensure adherence to ITIL processes (incident, problem, change management) Manage operational and contractual risks, including mitigation planning Support service transition, onboarding, and handover to operations Drive continuous service improvement and efficiency initiatives Oversee reporting, dashboards, and service performance reviews Manage suppliers/vendors and ensure service quality from partners Contribute to business growth through service enhancements and customer satisfaction **Key Skills & Experience** Strong experience in cybersecurity service delivery / SOC operations Good understanding of SIEM, incident response, and security operations lifecycle Knowledge of ITIL and service management frameworks Strong stakeholder and customer management skills Ability to handle escalations in high-pressure environments Good analytical and problem-solving capabilities **Preferred candidate profile** **Experience** : 10-15 Years Location - Mumbai & Bangalore