Cybersecurity Service Delivery Manager

JOB SUMMARY

The Service Delivery Manager (SDM) is responsible for the overall governance, delivery, performance, and continuous improvement of a project for an energy sector enterprise cybersecurity services across Security Operations, Security Testing, Security Platforms Support, and General Cybersecurity Support functions.

The role serves as the primary cybersecurity service leader and trusted advisor to client stakeholders, ensuring that cybersecurity services are aligned with business objectives, regulatory requirements, risk management priorities, and service level commitments.

The SDM provides strategic oversight across cybersecurity operations, governance, compliance, service management, and stakeholder engagement while leading multidisciplinary teams and driving cybersecurity maturity, operational excellence, and customer satisfaction.

KEY RESPONSIBILITIES

A. Governance and Service Management

• Oversee cybersecurity service towers including Security Operations, Security Testing, Security Platforms Support, and General Cybersecurity Support Services.
• Own and maintain service delivery frameworks, policies, governance processes, and standard operating procedures.
• Manage SLAs, KPIs, service reviews, audits, and continuous improvement initiatives.
• Facilitate cybersecurity governance forums, steering committees, and executive-level service reviews.
• Serve as a key advisor to client leadership on cybersecurity governance, risk, compliance, and service improvement initiatives.
• Translate technical cybersecurity risks and operational issues into business-focused recommendations for senior stakeholders.
• Support cybersecurity strategy execution, roadmap alignment, and maturity improvement initiatives.

B. Operational Leadership

• Direct cybersecurity service operations and ensure service stability, quality, and performance.
• Oversee security testing engagements, platform operations, incident management, and escalation management.
• Ensure timely handling of service requests, change requests, and technical escalations.
• Facilitate post-incident reviews, root cause analyses, and corrective action plans.

C. Stakeholder and Customer Management

• Act as the primary point of contact for cybersecurity service delivery matters.
• Build and maintain strong relationships with business units, executives, auditors, regulators, and external partners.
• Present weekly, monthly, and quarterly service performance reports to executive stakeholders.
• Ensure client satisfaction through proactive communication and service excellence.

D. People and Resource Management

• Lead, mentor, and develop cybersecurity delivery teams.
• Plan staffing, capability development, and succession planning.
• Coordinate on-call schedules and escalation paths.

E. Compliance, Risk, and Quality Assurance

• Ensure adherence to ISO 27001, NIST, CIS, and applicable regulatory requirements.
• Maintain audit readiness and coordinate internal and external audits.
• Drive risk mitigation and service quality improvement initiatives.

F. Financial and Strategic Management

• Manage budgets, resource planning, and cost optimization initiatives.
• Support business development through proposal reviews, costing, and service scoping.
• Contribute to cybersecurity capability maturity and service innovation initiatives.

REQUIRED QUALIFICATIONS

Education

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.

Experience

• Minimum 10 years of cybersecurity, information security, IT risk, governance, or cybersecurity operations experience.
• At least 5 years in a leadership, service delivery, governance, or management role.
• Proven experience in one or more of the following:
  • Security Operations / SOC
  • Cybersecurity Governance, Risk and Compliance (GRC)
  • Information Security Management
  • Cybersecurity Service Delivery
  • Security Platforms and Operations
  • Cybersecurity Program Management
• Experience engaging senior stakeholders, business leaders, auditors, regulators, and executive management.
• Experience leading cybersecurity governance, operational oversight, or transformation initiatives.

Technical Competencies

• Familiarity with Security Operations, Security Testing, Security Platforms, Risk Management, Governance, and Compliance.
• Strong understanding of ITIL, ISO 27001, NIST CSF, and CIS Controls.
• Strong reporting, presentation, and stakeholder management skills.

Preferred Certifications

• CISSP, CISM, CISA
• ITIL Foundation or Intermediate
• ISO 27001 Lead Implementer or Lead Auditor
• PMP or PRINCE2

PERSONAL ATTRIBUTES

• Strong leadership, ownership, and accountability mindset
• Excellent communication and stakeholder management skills
• Strategic and analytical thinker
• Highly organized and results-oriented
• Adaptable with a continuous improvement mindset
• Ethical, trustworthy, and security-conscious