Franklin Fitch
Service Delivery Manager – Cybersecurity / SOC
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Hybrid – London and UK customer sites
We’re working with a fast-growing network and cybersecurity services provider seeking an experienced Service Delivery Manager to join its managed services team.
This is a genuinely end-to-end position combining service transition with ongoing service delivery. You’ll onboard new customers and services, establish the correct processes and documentation, and then retain ownership of the customer relationship. This creates greater accountability and allows you to build long-term partnerships with your customers.
Cybersecurity or SOC experience is the priority. You won’t need to be a deeply technical security specialist, but you should understand concepts such as SIEM, EDR and XDR and be comfortable working alongside SOC analysts and technical teams.
The role
- Own the service transition and onboarding of new customers and services
- Manage the ongoing delivery of contracted services, SLAs and KPIs
- Lead quarterly service reviews with customers and internal stakeholders
- Oversee Major Incident, Change and Problem Management processes
- Manage escalations calmly and ensure positive customer outcomes
- Produce and continually improve service reports and documentation
- Maintain service handbooks, introduction plans and customer-specific processes
- Identify service improvement opportunities and take ownership of delivery
- Work closely with technical teams, vendors, sales and account management
- Identify opportunities to expand managed services within existing customers
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What we’re looking for
- Experience in Service Delivery Management within a cybersecurity, SOC or managed services environment
- A practical understanding of cybersecurity terminology and services, ideally including SIEM, EDR or XDR
- Strong customer, stakeholder and relationship-management skills
- Confidence presenting in both informal customer meetings and formal boardroom environments
- Experience managing service reviews, SLAs, KPIs and escalations
- Knowledge of ITIL service-management processes
- Strong organisation, reporting and documentation skills
- A positive, resilient and proactive approach
- A full UK driving licence and willingness to visit customer sites
- Experience within penetration testing, security consulting, SASE or wider network and security managed services would also be valuable.
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The position involves regular customer visits, particularly across London and the surrounding areas. There is flexibility around home working, although occasional attendance at the company’s UK office will be required.
Why apply?
You’ll join a supportive, low-attrition business known for building genuine partnerships with its customers. You’ll be mentored by an experienced cybersecurity Service Delivery Manager and have clear opportunities for further development as the team continues to grow.
The company offers a competitive package including a car allowance, bonus and comprehensive benefits.
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