Service Delivery Manager
About Cybanetix
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.
About the Role
Due to organic growth, we are seeking a Service Delivery Manager (SDM) to join the established functional team. You will be a key figure in ensuring that Cybanetix delivers exceptional operational performance for our cybersecurity services to our clients. You will manage day-to-day delivery across client accounts, uphold service quality, drive continual improvement, and act as the primary point of contact between internal teams and customers.
This role is ideal for someone with existing service delivery experience in IT services or managed security services who thrives in a technically complex and client-centric environment.
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.