SOC Service Delivery Manager

Logicalis•Location, WV

1d•$90,321 - $122,000

About The Position

The SOC Service Delivery Manager is the primary customer success leader and operational relationship owner for assigned Managed Security Services customers. The role is accountable for service performance, security governance, customer health, adoption, incident communications, and value realization. It translates cybersecurity operations into business outcomes by building executive relationships, proactively managing customer health, and helping customers realize value from their partnership with Logicalis. The manager connects customers with Security Operations teams and aligns technical delivery with business priorities, security objectives, contractual commitments, and desired outcomes. The role partners with SOC analysts, security engineers, solution architects, Account Executives, Customer Success leaders, vendors, and customer stakeholders to improve security outcomes, strengthen customer confidence, and support retention and long-term partnership success. It has no direct supervisory responsibilities but requires leadership and influence across cross-functional teams. The position includes customer governance and service reviews, monitoring service performance and customer health, coordinating onboarding and adoption, managing incident communications and escalations, and driving service improvements. It also supports account strategy, renewals, service enhancements, and expanded security capabilities aligned with customer needs.

Requirements

Bachelor’s degree in cybersecurity, information technology, business, or a related field, or an equivalent combination of education and relevant experience.
At least 5 years of experience in managed services, customer success, service delivery management, cybersecurity services, technical account management, consulting, or a related customer-facing technology role.
Experience owning strategic customer relationships, leading governance discussions, and aligning service delivery with customer business priorities and outcomes.
Experience coordinating cross-functional technical teams and managing critical incidents, customer escalations, recurring service issues, and service improvement activities.
Working knowledge of cybersecurity principles, SOC processes, incident response, security service delivery models, and service-level management.
Broad familiarity with SIEM, EDR/XDR, MDR, vulnerability management, cloud and network security, Microsoft Sentinel, Splunk, Cisco XDR, and Microsoft Defender technologies.
Ability to interpret and communicate security operations measures, including acknowledgment, detection, response, notification, escalation, alert, and remediation performance, without serving as the technical investigator.
Experience presenting complex technical and operational information to executive, business, and technical audiences.
Ability to apply practical, risk-based service management controls in a flexible, high-accountability model without relying on rigid or process-heavy frameworks.
Proficiency with Microsoft Office applications.
ITIL Foundation or a comparable service management certification.
Ability to build rapport, establish credibility, and earn trust with executive, business, security, and technical stakeholders.
Strong customer-success orientation and commitment to improving customer outcomes, confidence, and experience.
Ability to translate cybersecurity events, technical findings, operational performance, and risk into clear business discussions and recommendations.
Ability to balance strategic relationship ownership with disciplined operational execution.
Exceptional written, verbal, presentation, and executive communication skills.
Strong analytical, problem-solving, root cause analysis, and stakeholder management skills.
Ability to maintain composure, exercise sound judgment, and lead communications during critical incidents and escalations.
Ability to influence cross-functional teams, drive accountability without direct authority, prioritize competing demands, and work effectively in a fast-paced environment.
Ability to meet the described physical demands, with reasonable accommodations where applicable.

Nice To Haves

Experience working within Managed Security Services, a Security Operations Center, an MSSP, or a cybersecurity-focused service organization.
Relevant security certifications such as CompTIA Security+, CISSP, CISM, Microsoft SC-900, SC-200, or SC-100.
Relevant project management, cloud, security, or service delivery credentials.

Responsibilities

Serve as the primary operational relationship owner and trusted advisor for assigned Managed Security Services customers; build relationships with executive sponsors and understand customer objectives, security priorities, compliance requirements, risks, opportunities, and success measures.
Align service delivery and continuous improvement with customer outcomes; monitor health, engagement, adoption, satisfaction, operational risk, and renewal risk; develop mitigation and service improvement plans for at-risk customers; and communicate performance insights and recommendations.
Own the customer delivery experience and lead service, business, and executive reviews and security performance discussions to maintain alignment with contractual commitments, customer expectations, and desired outcomes.
Review and communicate SLA performance, operational effectiveness, security trends, customer sentiment, risks, and improvement opportunities to executive, business, and technical stakeholders; drive accountability for commitments, remediation, deliverables, service quality, adoption, and customer value.
Lead customer communications during critical security incidents, significant service-impacting events, and escalations; coordinate relevant technical teams, vendors, Account Executives, and other stakeholders through resolution.
Translate technical findings, threat data, and business risk into executive-level communications and recommendations; lead escalations and post-incident reviews; analyze incident and escalation trends; and track corrective actions to completion.
Lead customer-facing transitions of new Managed Security Services from implementation to steady-state operations, managing plans, milestones, dependencies, risks, readiness criteria, and stakeholder communications.
Validate service configuration, monitoring, documentation, communication plans, escalation procedures, support processes, and stakeholder alignment during service transitions.
Ensure customers understand services, responsibilities, support processes, reporting capabilities, governance structures, and escalation paths; identify adoption barriers and operational gaps; and partner with Security Operations leadership on improvements.
Coordinate technical, customer success, sales, professional services, vendor, and partner stakeholders around customer priorities; establish ownership and accountability; and maintain customer documentation, governance records, procedures, operational artifacts, and communications.
Support service expansions, integrations, technology changes, migrations, and operational improvements; maintain knowledge of customer contracts, scope, entitlements, and commercial commitments; and partner on account strategy, renewals, adoption, service enhancements, and expanded security capabilities.
Promote Logicalis's mission and values, comply with applicable laws and company policies, and conduct work consistent with customer service expectations.