Service Delivery Manager

About the Role

Cybanetix is a fast-growing UK cybersecurity specialist providing managed security, advisory, and compliance services through our Security Operations Centre (SOC) and partner-led technology ecosystem. We help organisations secure their business, people, and networks from evolving threats — with a blend of AI-augmented defence, expert analysts, and proactive service delivery.

At Cybanetix, we invest in our people and foster a collaborative, supportive working environment where innovation and service excellence thrive.

Responsibilities

• Lead and own end-to-end service delivery performance across assigned client portfolios.


• Ensure service commitments, SLAs and KPIs are achieved and clearly communicated to stakeholders.


• Coordinate across SOC operations, security engineering, support teams, and third-party partners to resolve issues promptly.


• Manage customer engagement through regular service reviews, continual service improvement, escalations, and reporting.


• Contribute towards continuous innovation, improvement and optimisation of delivery processes.


• Support onboarding of new clients and transition from implementation to BAU.


• Work with account directors and technical leads to ensure alignment between service delivery and client expectations.


• Monitor service quality metrics and contribute to enhancements in delivery tooling and process playbooks.

What we’re looking for

Must have;

• Minimum 3 years’ experience in an operational delivery role within IT/managed services.


• Proven ability to manage service delivery with measurable SLAs/KPIs.


• Comfortable coordinating cross-functional teams and articulating technical issues to non-technical stakeholders.


• Strong analytical, organisational, and communication skills.


• ITIL Foundation (at a minimum); experience with ITIL principles, incident / problem / change management, and reporting frameworks.


• Resilient under pressure and adept at prioritisation.


• Familiarity with ITSM tooling.


• Eligibility for or existing SC clearance.

Nice to have / bonus to have

• Operational delivery in cybersecurity sub-sector


• Confidence in uncomfortable and unexpected verbal and in-person communications with clients.


• Experience working with security monitoring, incident response, SOC, SIEM/XDR solutions.


• Experience using PowerBI

What You’ll Bring

• A customer-first mindset with a commitment to operational excellence.


• Proactive issue resolution and escalation management.


• Ability to translate complex technical information into concise status reporting.


• Drive for continuous improvement and service innovation.

What This Role Gives You

• Competitive benchmarked industry salary.


• Hybrid working model with flexibility.


• Comprehensive benefits package and career development opportunities.


• Being part of a highly technical, mission-driven team in a rapidly growing sector.


• Access to market-leading security technologies and professional development.