Service Delivery Manager, Managed Detection and Response

S-RM • New York, NY

9d • $145,000 - $195,000 • Hybrid

About The Position

S-RM is a global intelligence and cyber security consultancy that helps demanding clients solve complex information security challenges. They are committed to developing sharp, curious, and driven individuals and believe in investing in their people's wellbeing, learning, and ideas. The Cyber Security division is the fastest-growing part of S-RM, with increasing demand for their Advisory, Managed Services, and Incident Response practices. They foster a culture where innovation is encouraged, hierarchy is minimized, and team members support each other. S-RM values diverse perspectives and expertise, bringing together professionals from various backgrounds like intelligence analysis, technical specialization, software development, and risk management.

Requirements

• A Bachelor's or Master's degree in a relevant subject (e.g., computer science, cybersecurity, information systems, or business/management), or equivalent practical experience.
• Demonstrable experience in service delivery management or technical account management preferably within an MSSP, MDR provider, or managed services environment.
• Demonstrated ability to manage service performance against SLAs with clear metrics and reporting.
• Strong communication and stakeholder management skills, with confidence presenting to clients at senior levels (e.g., QSRs, escalation management).
• Experience with compliance frameworks or certification maintenance (e.g., CREST SOC, ISO 27001, SOC 2).
• Self-directed with the ability to manage multiple client engagements and competing priorities.
• Strong organisational and project management skills, with experience coordinating cross-functional technical teams.
• Good working knowledge of SOC operations, including alert triage, incident response workflows, and escalation paths.
• Familiarity with SIEM platforms, EDR tooling, and log ingestion concepts.
• Understanding of detection engineering principles and how coverage maps to frameworks such as MITRE ATT&CK.
• Awareness of common log source types (firewall, endpoint, cloud, identity) and the challenges associated with multi-tenant data management.
• Permission to work in the United States by the start of their employment.

Nice To Haves

• Relevant industry certifications (e.g., ITIL, PMP/PRINCE2, CISM, or CREST-related qualifications) are advantageous.
• Experience with service management tooling (e.g., ServiceNow, Jira Service Management, or similar).
• Familiarity with capacity planning, shift/roster management, and workforce optimisation in a 24/7 SOC context.
• Understanding of NIS2, UK CRA, or similar regulatory frameworks as they apply to MSSPs.
• Experience in a fast-growing or early-stage service environment where processes are still being defined.

Responsibilities

• Own the day-to-day quality assurance of service delivery across the client portfolio, including monitoring and reporting on SLA adherence, identifying delivery risks, and driving corrective actions.
• Define, implement, and maintain service performance metrics and reporting frameworks, including building dashboards and reports for SOC health and client value.
• Act as a primary point of accountability for service quality with clients, leading Quarterly Service Reviews (QSRs), managing escalations, and coordinating service improvement plans.
• Support the maintenance of SOC certifications and regulatory compliance, including CREST SOC requirements and emerging obligations under the UK Cyber Resilience Act and EU NIS2.
• Define and refine service delivery processes, runbooks, and governance frameworks to ensure consistent, repeatable delivery as the team scales.
• Work closely with analysts, engineers, and client success to coordinate services and ensure all elements of the MDR offering are delivered cohesively.
• Oversee the coordination and delivery of customer onboarding projects, ensuring timelines are met, dependencies are managed, and clients experience a smooth transition.

Benefits

• 20 days holiday per year in addition to 12 public holidays (+1 day for every day of service up to a maximum of 25 days)
• Life insurance – 4x annual salary
• Matching pension contribution up to 6% (up to a maximum of 12% combined), and financial education
• Military Leave– to a maximum of 5 years
• Hybrid working and flexible working hours
• Fertility treatment leave – 5 days of leave per cycle of treatment per year
• Maternity leave – 26 weeks of full pay followed by 13 weeks of half pay
• Paternity leave – 6 weeks of full pay
• 100% Company paid private medical, dental and vision insurance for employee, partner and children
• Gym discounts for you and your partner
• EAP programme for you and your immediate family
• Free access to the world-famous mindfulness app Headspace
• Bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level