Service Delivery Manager, Managed Detection and Response

Service Delivery Manager, Managed Detection and Response, United States   
 

WHO WE ARE 

S-RM is a global intelligence and cyber security consultancy.  Since 2005, we’ve helped some of the most demanding clients in the world solve some of their toughest information security challenges.   

 

We’ve been able to do this because of our outstanding people.  We’re committed to developing sharp, curious, driven individuals who want to think critically, solve complex problems, and achieve success.   

 

But we also know that work isn’t everything. It’s about the lives and careers it helps us build.  We’re immensely proud of this culture and we invest in our people’s wellbeing, learning, and ideas every day. 

 

We’re excited you’re thinking about joining us. 

WORKING IN CYBER AT S-RM 

Our Cyber Security division is the fastest-growing part of S-RM. The cyber sector is always evolving, and our Advisory, Managed Services, and Incident Response practices are in more demand than ever.  

 

We’re building a team to meet this challenge.  We’re quick to respond, innovate, and improve.  We don’t get too hung up on hierarchy or bureaucracy.  If your ideas are good enough, we’ll empower you to implement them.  If you’re the best person to talk to a customer, you’ll get that opportunity, regardless of the title in your email signature. And when you need a hand, your team will always have your back. 

 

We also don’t believe there’s a typical cyber security professional.  We’ve built a team of intelligence analysts, technical specialists, software developers, investigators, risk managers, and more.  You’ll always find a range of perspectives and expertise to help you learn and grow.  

 

If that sounds like your kind of team, we’d like to hear from you. 

 

 

 

 

THE ROLE 

As Service Delivery Manager, you will be responsible for the operational performance, quality assurance, and continuous improvement of S-RM's Polus MDR service across our client base. Sitting at the intersection of technical delivery and client relationship management, you will ensure our managed security services consistently meet SLAs, regulatory requirements, and client expectations. The ideal candidate will combine a strong technical understanding of SOC operations with proven experience in service management, performance metrication, and compliance frameworks. 

 

This is a key role within a young and fast-growing team and service - you will have significant influence in shaping how we deliver, measure, and mature our managed security offering. 

 

Key Responsibilities 

 

• Service Delivery & SLA Management: You will own the day-to-day quality assurance of service delivery across the client portfolio. This includes monitoring and reporting on SLA adherence, identifying delivery risks, and driving corrective actions to maintain service performance. You will ensure we can clearly measure and demonstrate service quality - for example at Quarterly Service Reviews (QSRs) - through well-defined KPIs and metrics. 

• Performance Metrication & Reporting: You will define, implement, and maintain service performance metrics and reporting frameworks. This includes building dashboards and reports that provide visibility into detection coverage, response times, alert volumes, false positive rates, and other key indicators of SOC health and client value. 

• Client Engagement & Governance: You will act as a primary point of accountability for service quality with clients. This includes leading QSRs, managing escalations, coordinating service improvement plans, and ensuring client feedback is captured and acted upon. You will work closely with client success managers and SOC leadership to align delivery with client expectations. 

• Compliance & Regulatory Requirements: You will support the maintenance of SOC certifications and regulatory compliance, including CREST SOC requirements and emerging obligations under the UK Cyber Resilience Act and EU NIS2 - under which S-RM falls as an MSSP. You will work with the Compliance Team to ensure additional reporting and evidencing requirements are met. 

• Process Standardisation & Continuous Improvement: You will define and refine service delivery processes, runbooks, and governance frameworks to ensure consistent, repeatable delivery as the team scales. You will identify opportunities for operational improvement and drive initiatives that increase efficiency, reduce risk, and improve client outcomes. 

• Coordination Across Teams: You will work closely with analysts, engineers, and client success to coordinate services and ensure all elements of the MDR offering are delivered cohesively. You will provide the connective tissue between technical delivery and business operations. 

• Customer Onboarding & Project Management: You will oversee the coordination and delivery of customer onboarding projects, working alongside engineers and analysts to ensure timelines are met, dependencies are managed, and clients experience a smooth transition into active monitoring. You will track onboarding milestones and ensure consistent delivery against defined playbooks. 

 

WHAT WE'RE LOOKING FOR 

 

Candidates with the following qualifications and experience are likely to succeed in this role at S-RM.That said, if you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box - we're looking for candidates that are particularly strong in a few areas and have some interest and capabilities in others. 

 

We nurture a culture of equality, diversity and inclusion and we are dedicated to developing a workforce that displays a variety of talents, experiences and perspectives. 

 

We're looking for: 

 

• Qualifications 

• Education: A Bachelor's or Master's degree in a relevant subject (e.g., computer science, cybersecurity, information systems, or business/management), or equivalent practical experience. Relevant industry certifications (e.g., ITIL, PMP/PRINCE2, CISM, or CREST-related qualifications) are advantageous. 

• Experience: Demonstratable experience in service delivery management or technical account management preferably within an MSSP, MDR provider, or managed services environment. 

• Professional Expertise 

• Demonstrated ability to manage service performance against SLAs with clear metrics and reporting 

• Strong communication and stakeholder management skills, with confidence presenting to clients at senior levels (e.g., QSRs, escalation management) 

• Experience with compliance frameworks or certification maintenance (e.g., CREST SOC, ISO 27001, SOC 2) 

• Self-directed with the ability to manage multiple client engagements and competing priorities 

• Strong organisational and project management skills, with experience coordinating cross-functional technical teams 

• Technical Understanding 

• Good working knowledge of SOC operations, including alert triage, incident response workflows, and escalation paths 

• Familiarity with SIEM platforms, EDR tooling, and log ingestion concepts - sufficient to understand delivery challenges and have informed conversations with engineering teams 

• Understanding of detection engineering principles and how coverage maps to frameworks such as MITRE ATT&CK 

• Awareness of common log source types (firewall, endpoint, cloud, identity) and the challenges associated with multi-tenant data management 

• Preferred Expertise 

• Experience with service management tooling (e.g., ServiceNow, Jira Service Management, or similar) 

• Familiarity with capacity planning, shift/roster management, and workforce optimisation in a 24/7 SOC context 

• Understanding of NIS2, UK CRA, or similar regulatory frameworks as they apply to MSSPs 

• Experience in a fast-growing or early-stage service environment where processes are still being defined 

 

The successful candidate must have permission to work in the United States by the start of their employment. 

 

OUR BENEFITS 

 

We offer thoughtful rewards and support to help our people achieve a great balance in their professional and personal lives, including:  

  

• 20 days holiday per year in addition to 12 public holidays (+1 day for every day of service up to a maximum of 25 days); 

• Life insurance – 4x annual salary; 

• Matching pension contribution up to 6% (up to a maximum of 12% combined), and financial education; 

• Military Leave– to a maximum of 5 years; 

• Hybrid working and flexible working hours. 

• Parental Support: 

• Fertility treatment leave – 5 days of leave per cycle of treatment per year; 

• Maternity leave – 26 weeks of full pay followed by 13 weeks of half pay; 

• Paternity leave – 6 weeks of full pay. 

• Various Health and Medical Benefits including: 

• 100% Company paid private medical, dental and vision insurance for employee, partner and children; 

• Gym discounts for you and your partner; 

• EAP programme for you and your immediate family; 

• Free access to the world-famous mindfulness app Headspace. 

  

The full salary range for this role is $145,000 - $195,000 + bonus and benefits, however this will be dependent on individual experience and location. This will be discussed further during initial calls. 

 

To apply for this role, please send your CV to: Job Application for Service Delivery Manager, Managed Detection and Response at S-RM