Service Delivery Manager

Job Summary

We are seeking a proactive and client-focused Service Delivery Manager to join our Cyber Security Department. The successful candidate will act as a key liaison between internal technical teams and clients, ensuring the successful delivery of cyber security projects and services while meeting agreed timelines, quality standards, and client expectations. This role requires strong coordination, communication, and stakeholder management skills, along with a professional and presentable demeanor.

Key Responsibilities

• Oversee end-to-end delivery of cyber security projects and services, ensuring alignment with scope, timelines, and quality standards.
  
• Act as the primary point of contact for clients, maintaining regular communication to ensure expectations are clearly understood and met.
  
• Follow up closely with technical teams to track progress, address challenges, and ensure timely project execution.
  
• Manage client expectations by providing status updates, handling concerns, and ensuring a high level of customer satisfaction.
  
• Coordinate internal resources and support teams to ensure smooth service delivery and issue resolution.
  
• Monitor service performance and project milestones, escalating risks or delays when necessary.
  
• Prepare and present project updates, service reports, and delivery status to both internal management and clients.
  
• Support continuous improvement initiatives to enhance service quality and delivery efficiency.
  
• Prepare delivery status reports and support SLA/KPI tracking
  
• Coordinate closely with Project Managers (PMs) to align project plans, timelines and delivery priorities, ensuring seamless execution and consistent communication across all stakeholders.
  

Requirements

Qualifications & Experience

• 2–5 years of experience in service delivery, project coordination, or client-facing roles within IT or Cyber Security
  
• Basic Understanding of cyber security services such as SOC, Penetration Testing, Vulnerability Management, and GRC
  
• Understanding of SLAs, KPIs, and basic service governance concepts
  
• Experience working with technical teams and managing multiple stakeholders
  

Skills & Competencies

• Strong communication and client-handling skills
  
• Professional, presentable, and confident attitude
  
• Excellent follow-up, organization, and time-management skills
  
• Ability to coordinate across teams without direct authority
  
• Problem-solving mindset with attention to detail
  
• Ability to explain technical topics clearly to non-technical audiences
  
• Ability to manage multiple projects simultaneously
  
• Occasional travel may be required for client meetings or project kickoffs