Service Delivery Manager - MDR

at  Integrity360

Salary: £45,000 - 65,000 per annum depending on level of experience
Location: London, hybrid with travel to customer site/offices
About Integrity360
Integrity360 is the largest independent cybersecurity provider in UK&I, with Security Operations Centers in Dublin & Sofia, employing 310+ employees, of which over 80% are technical. We help our customers proactively identify, protect, detect and respond to threats against the ever-evolving threat landscape. Our security first approach positions security as an enabler and empowers our customers to do business securely.
You would be joining Integrity360 at an immensely exciting time. In June 2021 the company received a strategic investment from August Equity (one of the UK’s most successful mid-market private equity firms). Our intention is to grow Integrity360 into the leading cyber services and solutions provider in Europe. The market for cybersecurity services has never been stronger and is growing at an aggressive rate. Integrity360 is one of the most respected and established service providers in the industry and is well positioned to achieve a market leadership position over the coming years. We believe we have significant opportunities for growth especially over the next 36 months. With the right levels of energy, tenacity and skill, your opportunity for personal success and contribution to our overall aspirations is considerable.

DESIRED EXPERIENCE

• Minimum 3 years working in a similar Service Delivery Management position
• Proven track record of managing multiple services across top-tier customers with high satisfaction
• Experience in customer facing roles with reporting & presentation requirements
• Experience in a Managed Services & Helpdesk environment
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Previous IT infrastructure and/or Cyber security management experience desirable
• An understanding of technical security environments desirable
• Experience with ISO 9001 / 27001 & 20000 Certifications & Requirements
• In-depth knowledge of industry best practices and service delivery standards desirable
• Experience in dealing with third-party-provided services

DESIRED SKILLS

• Aptitude for solving problems and acting on own initiative
• A strong team player with a flexible approach
• Excellent documentation skills
• Highly motivated with a willingness to learn & drive motivation within the team
• Can demonstrate consistency in their work attitude
• Strong analytical skills, logical and structured in approach
• Readiness to demonstrate a proactive and energetic attitude
• Ability to create a positive and innovative, engaging working environment
• Excellent interpersonal and customer service skills
• Capacity to train and guide junior team members
• Ability to manage and prioritise tasks efficiently

QUALIFICATIONS

• ITIL Qualified to Foundation level minimum
• Educated to Degree Level desirable, but not essential

JOB ROLE / RESPONSIBILITIES

As the Service Delivery Manager, you will be responsible for driving service excellence & ensuring the highest level of performance is delivered to our customers. You will be the first point of contact for your designated customers, and responsible for ensuring the Managed Security Services meet or exceed customer expectations. We are now looking for a positive and people centric.
You will have responsibility for Service Level Management & will be expected to provide focus for contractual SLA management, customer satisfaction & continuous service improvement initiatives. You will be accountable for all aspects of incident, problem & change control, driving service stability & acting as a key escalation point for major incidents & issues. You will be a strong change advocate & have familiarity with ITIL Service Management best practice. You will be expected to manage & sponsor multiple internal projects delivering key enhancements & improvements to the business for the customer.

PRIMARY DUTIES/RESPONSIBILITIES INCLUDE:

• Managing all aspects of Service Delivery ensuring adherence to all SLAs
• Maintaining customer relationships, and improving response and delivery times
• Managing Stakeholders, both internal and external, including relationship management between all business functions & customers alike
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Identifying and managing Continuous Service Improvement and implementing a plan where necessary
• Identifying and managing risks to services and the customer environment
• Owning escalation and dispute resolution management
• Hosting regular service review meetings covering Managed Security Services
• Engaging in the Project lifecycle to ensure smooth transition to BAU
• Providing accurate and regular reports on performance of the service
• Maintaining high performance and efficiency levels for service-related processes, and implementing improvement activities wherever necessary
• Developing and implementing service standards and procedures for the service delivery department