Service Delivery Manager

Integrity360•London, CA

10d•Hybrid

About The Position

Integrity360 is the largest independent cyber security provider in Europe, with a growing international presence spanning the UK, Ireland, mainland Europe, Africa and the Caribbean. With over 700 employees, across 12 locations, and six Security Operations Centres (SOCs)—including locations in Dublin, Sofia, Stockholm, Madrid, Rome and Cape Town—we support more than 2,500 clients across a wide range of industries. Over 80% of our team are technical experts, focused on helping clients proactively identify, protect, detect and respond to threats in an ever-evolving cyber landscape. Our security-first approach positions cyber resilience as a business enabler, empowering organisations to operate with confidence. At Integrity360, people come first. We invest heavily in learning, development and progression, fostering a dynamic culture where innovation, collaboration and continuous growth are at the heart of what we do. If you're ready to take your cyber security career to the next level, we’d love to hear from you. As the Service Delivery Manager, you will be responsible for driving service excellence & ensuring the highest level of performance is delivered to our clients. You will have responsibility for delivering multiple services to a key client in the form of Managed Security Services & infrastructure support agreements. You will have sole responsibility for Service Level Management & will be expected to provide focus for contractual SLA management, customer satisfaction & continuous service improvement initiatives with this high profile client. You will be accountable for all aspects of incident, problem & change control, driving service stability & acting as a key escalation point for all major incidents & issues. You will be a strong change advocate & have familiarity with ITIL Service Management best practice. You will be expected to manage & sponsor multiple internal projects delivering key enhancements & improvements to the business for the customer.

Requirements

Minimum 2-3 years working in a similar Service Delivery Management position
Experience in Client Facing roles with reporting & presentation requirements
Experience in a Managed Services & Helpdesk environment
A good understanding of technical security environments
Proven responsibility in all phases of project delivery within tight deadlines under pressure from external clients
Experience with ISO 9001 / 27001 & 20000 Certifications & Requirements
Excellent interpersonal and communication skills both verbal and written
Fluent English speaker
Aptitude for solving problems and acting on own initiative
A strong team player with a flexible approach
Highly motivated with a willingness to learn & drive that motivation within the team
Can demonstrate consistency in their work attitude
Strong analytical skills, logical and structured in approach
Proactive and energetic in the work situation, seeking to get things done and at deal with a variety of tasks
Ability to create a positive and innovative, engaging working environment

Nice To Haves

Previous IT Infrastructure Management Experience Desirable
ITIL Qualified to Foundation level minimum
Educated to Degree Level desirable
Technical Qualification in the IT Infrastructure or security fields are desirable

Responsibilities

Managing all aspects of Service Delivery ensuring adherence to critical SLAs at all times
Relationship Management between all business functions & customers alike
Provide expert management to support complicated, high profile customer issues, managing the incident right through to root cause identification, in line with the ITIL framework
Ability to manage Internal Enhancement projects & identify improvement opportunities
Manage a Continuous Service Improvement Process constantly striving for Service Excellence
Conduct or participate in service reviews
Participate in new process design and own the transition to operations
Maintain documentation repository in line with ISO 20000 framework
Stakeholder management with both internal and external customers
Escalation and Dispute resolution management, potentially owning the resolution sourcing process where necessary
Service Reporting on a Weekly basis or as necessary
SLA & KPI writing, reporting and development