Senior Service Delivery Manager (SDM)

Job Summary

The Senior Service Delivery Manager (SDM) with 10+ years of experience is responsible for strategic and operational ownership of service delivery across multiple clients and high-impact cybersecurity programs. This role requires strong on-site leadership, client engagement at senior levels, SLA governance, and continuous service improvement.

Key Responsibilities

Strategic Service Delivery

• Lead end-to-end service delivery for multiple enterprise clients
• Ensure 100% SLA, KPI, and contractual compliance
• Drive service optimization, automation, and maturity improvements
• Align service delivery with business and cybersecurity strategy

Client & Executive Stakeholder Management

• Act as trusted advisor to C-level and senior client stakeholders
• Lead QBRs, steering committees, and executive reviews
• Manage escalations, contract renewals, and service expansions
• Support pre-sales, RFPs, and solution design

Leadership & Team Management (On-Site)

• Lead and mentor SOC managers, engineers, analysts, and delivery teams
• Manage workforce planning, shift models, and capacity management
• Enforce operational discipline, security policies, and SOPs
• Drive performance management and talent development

Incident, Risk & Governance

• Own major incident management and crisis response
• Ensure root cause analysis (RCA) and corrective actions
• Identify delivery risks and implement mitigation strategies
• Ensure compliance with ISO 27001, SOC 2, ITIL, and regulatory standards

Financial & Commercial Oversight

• Manage service budgets, cost optimization, and profitability
• Track billing, invoicing accuracy, and revenue assurance
• Support pricing strategies and commercial negotiations

Reporting & Continuous Improvement

• Define and monitor service metrics and dashboards
• Deliver executive-level reports and insights
• Implement continuous improvement and quality initiatives

Required Qualifications

Education

• Bachelor’s or Master’s degree in IT, Computer Science, Cybersecurity, or related field

Experience

• 10+ years in IT service delivery / cybersecurity operations
• 5+ years in a senior leadership or SDM role
• Proven experience managing enterprise clients and 24/7 operations

Certifications (Preferred)

• ITIL Expert / ITIL v4
• PMP / PRINCE2
• CISSP / CISM / ISO 27001 Lead Implementer

Skills & Competencies

• Strong understanding of SOC operations & cybersecurity services
• Excellent executive communication and negotiation skills
• Proven ability to lead large on-site teams
• Strong risk, incident, and escalation management skills
• Business-focused mindset with strong commercial awareness