Service Delivery Manager

• Role Title: Service Delivery Manager - SOC
• Business Area: Security Services

Eir evo is seeking a Service Delivery Manager to join our growing security practice. This is a key role in a high-growth team where you can contribute to the growth and development of services within the organisation. The Service Delivery Manager is required to support the Service Delivery function for Cyber Security operations and work on improving and developing processes across the Cyber Security Service delivery function. The role is not highly technical but involves working with technical staff and managing activities through a range of existing systems. The right person will form a key part of the fabric of this division by working with our pre-sales and consulting teams and in collaboration with our security operations team.

• Scheduling, managing capacity for and reporting on utilisation of cross-function teams. Also, set up small projects for the teams in our PM software (larger projects will be managed directly by our PMO).
• Oversee the delivery of SOC services, ensuring high-quality and efficient security operations.
• Act as clients' primary point of contact regarding SOC services and cybersecurity incidents.
• Conduct regular service review meetings with customers to discuss performance, issues, and improvement opportunities.
• Ensure clear and effective communication between SOC teams, clients, and senior management.
• Foster a culture of continuous learning and development within the SOC team.
• Coordinate and manage security incidents, ensuring effective escalation and resolution.
• Identify process inefficiencies and implement continuous improvement initiatives.
• Tracking orders and contract renewals, managing revenue/forecast reporting for the team.
• Generate and present SOC performance reports, dashboards, and metrics to leadership and clients.
• Basic QA of documentation produced (non-technical review).
• Engage with customers to manage expectations, gather feedback, identify opportunities for improvement (OFIs).
• Ad-hoc service support activities such as contributing to report development, documenting processes, marketing activities, and organising training.

• Enthusiastic and adaptable, willing to adapt to new technologies.
• A people person, confident and able to build constructive working relationships.
• Detail oriented and organised, with strong analytical skills.
• Proven experience in IT service delivery, SOC operations, or cybersecurity leadership roles.
• Strong problem-solving, decision-making, and crisis management capabilities.
• Ability to work in a high-pressure environment and manage multiple priorities.
• Customer centric, able to manage expectations, and always focused on what's best for our customers.

• Relevant certifications such as CISSP, CISM, ITIL, or ISO 27001 Lead Implementer (preferred).
• Prior experience in the IT services sector (or a good understanding of IT services).
• Good ability with MS Office, especially Excel (PowerBI experience an advantage).
• Some experience in project management (certification optional).
• Experience managing/organising people.
• Excellent verbal and written communication and listening skills.
• Good organisational and problem-solving skills.

eir reserves the right to conduct appropriate suitability checks in relation to prospective employees including but not limited to reference checking and/or other searches using publicly available information.

We are committed to creating an inclusive and supportive work environment. If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Project Management and Information Technology
• Industries: Telecommunications