Service Delivery Manager/ SOC
We are seeking an experienced Service Delivery Manager to oversee the effective and secure delivery of technology services within a Security Operations Centre (SOC) environment. This role will act as the key link between operational teams, customers, suppliers, and senior stakeholders, ensuring that services meet agreed performance, security, availability, and customer experience standards. You will coordinate day-to-day service delivery, manage operational priorities, and promote a culture of continuous improvement across the SOC.
Responsibilities will include managing service level agreements, key performance indicators, incident and problem management, change coordination, service reporting, and customer communications. You will monitor service performance, identify risks and recurring issues, and ensure appropriate escalation and resolution. The role will also support the development and maintenance of service processes, operational procedures, governance controls, and continual service improvement plans. You will work closely with security analysts, infrastructure teams, incident responders, and external partners to ensure effective monitoring, triage, response, and recovery. Where required, you will contribute to major incident management, post-incident reviews, audit activity, and the implementation of corrective actions.
The successful candidate will have demonstrable experience in service delivery, IT operations, or SOC management, ideally within a security-focused or highly regulated environment. A strong understanding of IT service management principles, incident and change management, operational governance, and security monitoring is essential. Experience working with SIEM, ticketing, reporting, and service management tools would be advantageous. You should be confident managing competing priorities, communicating with both technical and non-technical audiences, and producing clear performance reports for senior stakeholders. Strong organisational, analytical, and problem-solving skills are required, together with a collaborative approach and a commitment to delivering reliable, customer-focused, and continually improving services. Relevant IT service management or cybersecurity certifications would be beneficial.
Service Delivery Manager/ SOC
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