SOC Service Delivery Manager

Accountabilities: Serve as the primary operational relationship owner and trusted advisor for assigned Managed Security Services customers, building strong relationships with executive sponsors and key stakeholders. Understand each customer's business objectives, security priorities, compliance requirements, risk exposure, opportunities, and success measures. Monitor customer health, engagement, service adoption, satisfaction, operational risk, and renewal readiness, developing mitigation plans and service improvements for accounts requiring attention. Own the customer delivery experience and lead service reviews, business reviews, executive discussions, and security performance meetings. Monitor and communicate service-level agreement (SLA) performance, operational effectiveness, security trends, customer sentiment, risks, and improvement opportunities. Ensure accountability for service commitments, remediation plans, operational deliverables, service quality, customer adoption, and value realization. Act as the primary customer communication lead during critical security incidents, significant service disruptions, and escalations. Coordinate SOC analysts, security engineers, vendors, account executives, and other stakeholders to support timely incident resolution and transparent customer communications. Translate technical findings, threat intelligence, and cybersecurity risks into clear executive-level updates and recommendations. Lead escalation processes and post-incident reviews, identify recurring issues, and track corrective actions through completion. Manage customer-facing transitions from implementation into steady-state Managed Security Services operations, including plans, milestones, dependencies, risks, and readiness criteria. Validate service configurations, monitoring arrangements, documentation, communication plans, escalation procedures, support processes, and stakeholder alignment during onboarding. Ensure customers understand available services, responsibilities, support processes, reporting capabilities, governance structures, and escalation paths. Identify adoption barriers and operational gaps, partnering with Security Operations leadership to improve reporting, governance, efficiency, service quality, and customer experience. Coordinate technical, customer success, sales, professional services, vendor, and partner stakeholders around customer priorities, ensuring clear ownership and accountability. Maintain accurate customer documentation, governance records, service procedures, operational artifacts, and communication records. Support service expansions, integrations, technology changes, migrations, and operational improvements. Maintain an understanding of customer contracts, service scope, entitlements, and commercial commitments. Partner with account executives and customer success teams on account strategy, renewals, adoption, service enhancements, and additional security capabilities aligned with customer needs. Promote professional, ethical, and customer-focused practices while supporting applicable policies, procedures, and regulatory requirements. 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 working in Managed Security Services, a Security Operations Center (SOC), a Managed Security Services Provider (MSSP), or a cybersecurity-focused service organization is strongly preferred. Demonstrated ability to manage strategic customer relationships, lead governance discussions, and align service delivery with business priorities and desired outcomes. Experience coordinating cross-functional technical teams and managing critical incidents, customer escalations, recurring service issues, and service improvement initiatives. Working knowledge of cybersecurity principles, SOC processes, incident response, security service delivery models, and service-level management. Broad familiarity with security technologies and solutions, including SIEM, EDR/XDR, MDR, vulnerability management, cloud and network security, Microsoft Sentinel, Splunk, Cisco XDR, and Microsoft Defender. Ability to interpret and communicate security operations metrics, including acknowledgment, detection, response, notification, escalation, alert, and remediation performance, without necessarily acting 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, accountable environment without relying on unnecessarily rigid processes. Proficiency in Microsoft Office applications. ITIL Foundation certification or a comparable service management qualification. Relevant security certifications such as CompTIA Security+, CISSP, CISM, Microsoft SC-900, SC-200, or SC-100 are valued. Additional project management, cloud, security, or service delivery credentials are an advantage. Strong ability to build rapport, establish credibility, and earn trust with executive, business, security, and technical stakeholders. A customer-success mindset, with a clear commitment to improving customer outcomes, confidence, and service experience. Excellent written and verbal communication, presentation, and executive-level stakeholder management skills. Strong analytical, problem-solving, and root cause analysis capabilities. Ability to remain composed, exercise sound judgment, and lead communications during critical incidents and escalations. Demonstrated ability to influence cross-functional teams, drive accountability without direct authority, and manage competing priorities in a fast-paced environment. Benefits: Annual salary range: $90,321–$122,000 USD. Additional compensation: Eligibility for a bonus. Remote work: Fully remote position within the United States. Opportunity to work with customers across a range of industries and support their cybersecurity and digital transformation priorities. Collaboration with cybersecurity specialists, technical teams, customer success professionals, and senior stakeholders. Exposure to a broad range of security technologies, managed services, and enterprise customer environments. Opportunity to contribute to service improvements, customer success, and long-term security partnerships.