Service Delivery Manager

This role is focused on the delivery of SOC / MDR services for our customers. Experience with SOC, SIEM and understanding of cybersecurity is very important for this role. Candidates with no SOC, SIEM or Cyber experience will not be selected for this role. Candidates who are applying for this role for sake of applying will be blacklisted for 10 years. Please do not waste your time or my time. Thanks alot in advance.

Company Profile:

3Columns is a specialist cybersecurity firm delivering a wide range of services from Security Assurance, Security Governance, Professional services and Managed Services. Solutions include Managed Security Services, Offensive Security Services, Cyber Security Consulting, and professional services to assist customers in deploying all the required controls. The core service delivered by the SOC is Managed Detection & Response and Incident Response.

About the Role:

We are looking for a Service Delivery Manager (SDM) to join our team on a full-time permanent basis.

 You will own the key Service Delivery relationship, delivering excellence in service assurance, liaising with internal technical staff on behalf of the client, providing generalist Cyber consultancy, be "application aware" and assisting with uncovering growth opportunities with the client through new or product upgrades.

This role is focused on delivering SOC services for our customers. Experience with SOC, SIEM, and understanding of cybersecurity are very important for this role.

A successful candidate in this role would have a good balance between customer service, technical knowledge and experience dealing with C-level executives.

Key Responsibilities

• Preparing and presenting client operational reporting at monthly meetings
• Client SLAs and Reporting (including driving enhancements)
• Ensure L1 and L2 analysts are meeting SLA and following the procedures.
• Great report writing skills.
• Onboarding of new Clients.
• Continuously improve operations and client engagement.
• Continual Service Improvement Plans (CSIP) for client patch
• Develop a deep understanding of the client's business, including orchestration of strategic business planning, roadmaps and workshops 
• Risk and Issue Management
• Problem Management
• Scope Management
• Change Management
• Major incident management

Skills and Experience:

• Minimum of 5 years of work experience in Service Management 
• Experience in delivering Cyber of SOC (Security Operation Centre ) service is very important
• Experienced working in an MSP environment
• ITIL Service Management accreditation
• Proven experience with Incident response.
• Strong working knowledge of ITSM service delivery concepts 
• Demonstrated ability to position and present at a C-suite level 
• Demonstrated ability to lead and collaborate with a multi-disciplined team
• Demonstrated skills in time management ·
• Strategic thinking with a get-up-and-go attitude
• A willingness to work and adapt to a fast-growing & changing environment.
• Self-sufficiency and a high degree of autonomy.
• Ability to work within a team and achieve results through others   
• Ability to influence external & internal stakeholders as part of a continuous improvement life cycle for customers.
• Lead the incidents to resolution.

Desirable

• Commercial experience & exposure to Presales or Solutions Architecture in as many of the following areas: IT, cloud, Networking & Cyber Security.
• Industry-based technical certifications (e.g., Cisco, Fortinet, Palo Alto, CrowdStrike, Rapid7, NetSkope Etc.)

This role is focused on the delivery of SOC services for our customers. Experience with SOC, SIEM and understanding of cybersecurity is very important for this role. Candidates with no SOC, SIEM or Cyber experience will not be selected for this role