Service Delivery Manager (SOC Service)

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 customer deploy 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, provide generalist Cyber consultancy, be “application aware” and assist with uncovering growth opportunities with the client through new or product upgrades.

This role is focused on delivering SOC service for our customers. Experience with SOC, SIEM, and understanding of Cyber security 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 work experience in Service Management

Experience in Deliver 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 delivery of SOC service for our customer. Experience with SOC, SIEM and understanding of Cyber security is very important for this role. Candidate with no SOC, SIEM or Cyber experience will not be selected for this role