SOC Service Delivery Manager
Core
Lead customer experience and operational performance for a portfolio of Managed Security Services accounts, serving as a trusted advisor to connect cybersecurity operations with business priorities.
Role type
Senior Service Delivery Manager (Managed Security Services)
Builds
Managed Security Services operations and customer value realization
Domain
Cybersecurity / Managed Security Services
Deliverable
client delivery
Required skills
Managed Security Services (MSSP) experience, customer relationship management, service governance, incident communication, SLA monitoring, executive stakeholder management, onboarding management, cross-functional coordination, security service delivery models, security metrics interpretation
Preferred skills
ITIL Foundation certification, CompTIA Security+, CISSP, CISM, Microsoft SC-900/SC-200/SC-100, project management, cloud security, vulnerability management
Technologies
SIEM, EDR/XDR, MDR, Microsoft Sentinel, Splunk, Cisco XDR, Microsoft Defender
Responsibilities
Serve as primary operational relationship owner and trusted advisor for assigned customers; Monitor customer health, engagement, and renewal readiness; Lead service reviews, business reviews, and executive discussions; Monitor and communicate SLA performance and security trends; Act as primary communication lead during critical security incidents; Coordinate SOC analysts, engineers, and vendors for incident resolution; Translate technical findings into executive-level updates; Lead escalation processes and post-incident reviews; Manage customer-facing transitions from implementation to steady-state operations; Validate service configurations and support processes during onboarding; Partner with account executives on account strategy and renewals.
Seniority
Senior, hands-on IC with strategic advisory duties