Service Delivery Manager

About the Role

Cybanetix is a fast-growing UK cybersecurity specialist providing managed security, advisory, and compliance services through our Security Operations Centre (SOC) and partner-led technology ecosystem. We help organisations secure their business, people, and networks from evolving threats — with a blend of AI-augmented defence, expert analysts, and proactive service delivery.

At Cybanetix, we invest in our people and foster a collaborative, supportive working environment where innovation and service excellence thrive.

Responsibilities

• Lead and own end-to-end service delivery performance across assigned client portfolios.
• Ensure service commitments, SLAs and KPIs are achieved and clearly communicated to stakeholders.
• Coordinate across SOC operations, security engineering, support teams, and third-party partners to resolve issues promptly.
• Manage customer engagement through regular service reviews, continual service improvement, escalations, and reporting.
• Contribute towards continuous innovation, improvement and optimisation of delivery processes.
• Support onboarding of new clients and transition from implementation to BAU.
• Work with account directors and technical leads to ensure alignment between service delivery and client expectations.
• Monitor service quality metrics and contribute to enhancements in delivery tooling and process playbooks.

What we’re looking for

Must have;

• Minimum 3 years’ experience in an operational delivery role within IT/managed services.
• Proven ability to manage service delivery with measurable SLAs/KPIs.
• Comfortable coordinating cross-functional teams and articulating technical issues to non-technical stakeholders.
• Strong analytical, organisational, and communication skills.
• ITIL Foundation (at a minimum); experience with ITIL principles, incident / problem / change management, and reporting frameworks.
• Resilient under pressure and adept at prioritisation.
• Familiarity with ITSM tooling.
• Eligibility for or existing SC clearance.

Nice to have / bonus to have

• Operational delivery in cybersecurity sub-sector
• Confidence in uncomfortable and unexpected verbal and in-person communications with clients.
• Experience working with security monitoring, incident response, SOC, SIEM/XDR solutions.
• Experience using PowerBI

What You’ll Bring

• A customer-first mindset with a commitment to operational excellence.
• Proactive issue resolution and escalation management.
• Ability to translate complex technical information into concise status reporting.
• Drive for continuous improvement and service innovation.

What This Role Gives You

• Competitive benchmarked industry salary.
• Hybrid working model with flexibility.
• Comprehensive benefits package and career development opportunities.
• Being part of a highly technical, mission-driven team in a rapidly growing sector.
• Access to market-leading security technologies and professional development.

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