SOC Service Delivery Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• Acts as the primary leader for customer success and operational relationship management for designated Managed Security Services clients.

• Develops executive relationships and maintains a thorough understanding of client business objectives, security priorities, compliance needs, risks, opportunities, and success metrics.

• Monitors client health, engagement, adoption, satisfaction, operational risks, and renewal risks; formulates mitigation and service enhancement strategies.

• Manages the customer delivery experience and conducts service reviews, business reviews, executive meetings, and security performance discussions.

• Reviews and communicates SLA performance, operational effectiveness, security trends, customer feedback, risks, and areas for improvement.

• Serves as the main communication point for customers during significant security incidents, service-impacting events, and escalation processes.

• Coordinates with SOC analysts, security engineers, vendors, Account Executives, and other stakeholders to resolve incidents.

• Leads escalations and post-incident analyses, examines incident trends, and monitors corrective measures.

• Facilitates customer-facing transitions of new Managed Security Services from implementation to stable operational status.

• Oversees onboarding plans, milestones, dependencies, risks, readiness criteria, service configurations, monitoring, documentation, communication strategies, escalation procedures, and support processes.

• Ensures customers are informed about available services, roles, support processes, reporting capabilities, governance frameworks, and escalation pathways.

• Coordinates technical, customer success, sales, professional services, vendor, and partner stakeholders around client priorities.

• Maintains customer documentation, governance records, service procedures, operational artifacts, and communications.

• Supports service expansions, integrations, technological changes, migrations, operational enhancements, account strategies, renewals, adoption, and extended security capabilities.

• Guides and influences cross-functional teams without having direct supervisory authority.

⛳️ Requirements

• Bachelor’s degree in cybersecurity, information technology, business, or a related field, or an equivalent combination of education and relevant experience.

• Over 5 years of experience in managed services, customer success, service delivery management, cybersecurity services, technical account management, consulting, or a similar customer-facing technology role.

• Strong background in Managed Security Services, a Security Operations Center, an MSSP, or a cybersecurity-focused service organization is highly regarded.

• Proven experience in managing strategic customer relationships, leading governance discussions, and aligning service delivery with customer business objectives and outcomes.

• Experience coordinating cross-functional technical teams and managing critical incidents, customer escalations, recurring service challenges, and service improvement initiatives.

• Solid understanding of cybersecurity principles, SOC processes, incident response, security service delivery models, and service-level management.

• Broad knowledge of SIEM, EDR/XDR, MDR, vulnerability management, cloud and network security, Microsoft Sentinel, Splunk, Cisco XDR, and Microsoft Defender technologies.

• Capability to interpret and communicate security operations metrics such as acknowledgment, detection, response, notification, escalation, alert, and remediation performance without acting as the technical investigator.

• Experience presenting complex technical and operational data to executive, business, and technical audiences.

• Ability to apply practical, risk-based service management controls in a flexible, high-accountability environment without relying on rigid or overly process-heavy frameworks.

• Proficient in Microsoft Office applications.

• ITIL Foundation or a comparable service management certification.

• Relevant security certifications such as CompTIA Security+, CISSP, CISM, Microsoft SC-900, SC-200, or SC-100.

• Relevant project management, cloud, security, or service delivery certifications.

• Proven ability to build rapport, establish credibility, and gain trust with executive, business, security, and technical stakeholders.

• Strong customer success orientation and dedication to enhancing customer outcomes, confidence, and experience.

• Ability to translate cybersecurity events, technical insights, operational performance, and risk into clear business discussions and recommendations.

• Skill in balancing strategic relationship management with disciplined operational execution.

• Exceptional written, verbal, presentation, and executive communication abilities.

• Strong analytical, problem-solving, root cause analysis, and stakeholder management skills.

• Capability to maintain composure, exercise sound judgment, and lead communications during critical incidents and escalations.

• Ability to influence cross-functional teams, promote accountability without direct authority, prioritize competing demands, and operate effectively in a fast-paced environment.

🏝️ Benefits

• Bonus

• Equal Opportunity Employer

• Inclusion and belonging at the company