SOC Service Delivery Manager

Role overview Lead the service relationship for a portfolio of managed security customers, connecting security operations with customer priorities and business outcomes. The role owns the customer delivery experience, builds confidence with stakeholders, and helps improve security results, service adoption, and long-term account health.

Responsibilities - Serve as the main operational contact and trusted advisor, understanding each customer’s objectives, security priorities, compliance needs, risks, and success measures. - Monitor customer health, satisfaction, adoption, operational risk, and renewal readiness; create improvement or mitigation plans when concerns arise. - Lead service, business, and executive reviews, explaining performance, security trends, contractual commitments, risks, and recommendations to different audiences. - Coordinate customer communications during significant incidents and escalations, translating technical findings and business risk into clear updates. - Lead incident follow-ups, identify recurring issues, and track corrective actions through completion. - Manage customer-facing onboarding and transition to steady-state service, validating readiness, configuration, documentation, reporting, and escalation processes.

Requirements - Strong customer relationship and service delivery skills, including the ability to earn trust with executive, business, security, and technical stakeholders. - Ability to explain cybersecurity events, operational performance, and risk in clear business terms. - Sound judgment and composure when leading communications during critical incidents or escalations. - Strong written, verbal, presentation, analytical, problem-solving, and stakeholder management skills. - Ability to coordinate cross-functional teams, set clear ownership, and drive commitments without direct authority.

Nice to have - Relevant security credentials such as Security+, CISSP, CISM, or cloud security certifications. - Project management, cloud, or service delivery qualifications.