Service Delivery Manager

**About Us**

Integrity360 is one of Europe’s leading cyber security specialists operating from office locations spread out across Europe, providing a comprehensive range of professional, support and managed cyber security services for our 300+ customers. With four top-class Security Operation Centers, we offer a complete end-to-end security services covering our customers’ security from every angle. Our services include Managed Security, Cyber Security Testing, Incident Response, Security Integration, PCI Compliance and Cyber Risk & Assurance services.

What sets Integrity360 apart is our excellent team of people that drive the business forward. The company was founded with a focus on technical expertise and that philosophy remains today. The skills and experience in our company are some of the greatest in the industry and customers remain with Integrity360 because they can rely on and trust us to go above and beyond to ensure their needs are met. Listed multiple times on Gartner Market Guides for Managed Security Services.

**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 have responsibility for delivering multiple services to a key customer in the form of Managed Security Services & infrastructure support agreements.

You will have sole responsibility for Service Level Management & will be expected to provide focus for contractual SLA management, customer satisfaction & continuous service improvement initiatives with customers. You will be accountable for all aspects of incident, problem & change control, driving service stability & acting as a key escalation point for all 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 internal projects delivering key enhancements & improvements to the business for your customers.

**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
- Understanding the customer pain-points and facilitating opportunities, including upselling/cross-selling where applicable
- 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

**Desired Skills**
- Minimum 2-3 years working in a similar Service Delivery Management position
- Experience in Customer Facing roles with reporting & presentation requirements
- Experience in a Managed Services & Helpdesk environment
- Previous IT Infrastructure Management Experience Desirable
- A good understanding of technical security environments
- Proven responsibility in all phases of project delivery within tight deadlines under pressure from external customers
- Experience with ISO 9001 / 27001 & 20000 Certifications & Requirements
- Excellent interpersonal and communication skills both verbal and written
- Fluent English speaker
- Aptitude for solving problems and acting on own initiative
- A strong team player with a flexible approach
- Highly motivated with a willingness to learn & drive that motivation within the team
- Can demonstrate consistency in their work attitude
- Strong analytical skills, logical and structured in approach
- Proactive and energetic in the work situation, seeking to get things done and at deal with a variety of tasks
- Ability to create a positive and innovative, engaging working environment

**Certifications/Qualifications**
- ITIL Qualified to Foundation level minimum
- Educated to Degree Level desirable
- Technical Qualification in the IT Infrastructure or security fields are desirable