Service Delivery Manager

MSSP or Cyber Security Service Delivery Manager - Remote (1-2 x a month in office) - Up to 75k

Location:Remote working with 1-2 times a month in the office in London/Buckinghamshire

An established Managed Security Services Provider (MSSP) is seeking a skilled Service Delivery Manager (Cyber) to join their team. This role is critical in supporting a major strategic customer by overseeing the delivery of advanced cybersecurity technologies and services, ensuring successful implementation, and driving continuous service improvement.

This position involves close collaboration with technical teams to align cybersecurity initiatives with the customer's strategic goals, maintain effective client relationships, and produce essential project and governance documentation. The successful candidate will also manage service reporting, ensuring performance meets or exceeds customer expectations.

The role requires regular visits to both the company's head office in Vauxhall, London, and customer offices in Slough/Paddington. Candidates must be eligible for SC clearance as the role involves supporting critical national infrastructure.

Key Responsibilities:

• Lead daily service delivery activities across the supplier ecosystem.
• Develop and maintain comprehensive service operating documentation.
• Generate actionable insights and performance metrics from service data for regular reporting and governance review.
• Manage customer relationships to foster collaboration and ensure a high standard of service delivery.
• Deliver customer-facing security operations and governance reports; contribute to quarterly business reviews.
• Design and implement continual service improvement initiatives.
• Perform additional duties as assigned, ensuring essential responsibilities are fulfilled with or without reasonable accommodations.

Essential Skills & Qualifications:

• Demonstrated success in project delivery and management of project/service delivery documentation (e.g., action logs, RAID logs, governance documents).
• Proven ability to manage service assurance tasks, risk management, and compliance activities.
• Strong focus on customer service and experience in engaging with both technical and non-technical stakeholders.
• Ability to take ownership of initiatives, working independently or collaboratively as required.
• Experience in service design and the implementation of service processes.
• Proficient in Microsoft Office applications with excellent writing and editing skills.
• Interest in or knowledge of reporting and data visualisation tools, particularly Power BI.
• Capable of making risk-based decisions under time constraints while ensuring data protection and confidentiality.
• Desirable Skills & Qualifications:
• Industry-recognised cybersecurity certifications (e.g., CISSP) or familiarity with cybersecurity concepts.
• Project Management and/or ITIL qualifications.
• Proficiency with data analysis and visualisation tools.
• Experience with ticketing systems and CRM solutions for client management.

Benefits:

• 30 days annual leave
• Flexible working arrangements.
• Engage with high-priority projects supporting critical national infrastructure.
• Private healthcare
• This role is ideal for a motivated professional with a strong background in service delivery and a keen interest in cybersecurity.