Service Delivery Manager (Cybersecurity)

TL;DR

Service Delivery Manager (Cybersecurity): Managing operational performance, quality assurance, and continuous improvement of the Polus MDR service with an accent on SLA adherence, compliance frameworks, and client relationship management. Focus on bridging the gap between technical SOC operations and business requirements to ensure high-quality service delivery for a growing client base.

Location: Must have permission to work in the United States. Role offers hybrid working.

Salary: $145,000 - $195,000 + bonus and benefits.

Company

hirify.global is a global intelligence and cyber security consultancy providing advisory, managed services, and incident response to demanding clients worldwide.

What you will do

• Own day-to-day quality assurance and SLA management across the client portfolio.
• Define and implement service performance metrics, dashboards, and reporting frameworks.
• Lead Quarterly Service Reviews (QSRs) and manage client escalations as the primary point of accountability.
• Support SOC certifications and regulatory compliance efforts including CREST, NIS2, and UK CRA.
• Refine service delivery processes, runbooks, and governance frameworks to ensure scalability.
• Coordinate cross-functional teams including analysts, engineers, and client success managers.

Requirements

• Must have permission to work in the United States.
• Demonstrable experience in service delivery management or technical account management within an MSSP or MDR environment.
• Strong understanding of SOC operations, SIEM platforms, EDR tooling, and log ingestion.
• Proven ability to manage service performance against SLAs with clear metrics.
• Experience with compliance frameworks such as CREST SOC, ISO 27001, or SOC 2.
• Excellent communication and stakeholder management skills with experience presenting to senior-level clients.

Nice to have

• Relevant industry certifications such as ITIL, PMP, PRINCE2, or CISM.
• Experience with service management tools like ServiceNow or Jira Service Management.
• Familiarity with capacity planning and workforce optimization in a 24/7 SOC context.
• Experience in fast-growing or early-stage service environments.

Culture & Benefits

• 100% company-paid private medical, dental, and vision insurance for employee and family.
• Matching pension contribution up to 6%.
• Hybrid working model with flexible hours.
• Generous parental support including paid maternity and paternity leave.
• 20 days of annual holiday plus 12 public holidays.
• Access to gym discounts and the Headspace mindfulness app.