SOC Service Delivery Manager

Job description

Summary The SOC Service Delivery Manager serves as the primary customer success leader for assigned Managed Security Services customers and is accountable for service performance, security governance, customer health, adoption, incident communications, and value realization. The role translates cybersecurity operations into meaningful business outcomes by building executive relationships, proactively managing customer health, and helping customers realize value from their partnership with Logicalis. The role connects customers with Security Operations teams and aligns technical delivery with business priorities, security objectives, contractual commitments, and desired outcomes. The SOC Service Delivery Manager partners with SOC analysts, security engineers, solution architects, Account Executives, Customer Success leaders, and customer stakeholders to strengthen customer confidence, improve security outcomes, and support retention and long-term partnership success. Essential Duties and Responsibilities Customer Success, Relationship and Health Management ·    Serves as the primary operational relationship owner and trusted advisor for assigned Managed Security Services customers, builds relationships with executive sponsors and customer stakeholders, and maintains an understanding of each customer’s business objectives, security priorities, compliance requirements, risks, opportunities, and success measures. ·    Aligns service delivery and continuous improvement to desired outcomes; monitors customer health, engagement, adoption, satisfaction, operational risk, and renewal risk; develops mitigation and service improvement plans for at-risk customers; and translates performance data into business insights and recommendations that support retention and renewal readiness. Security Service Delivery, Governance and Value ·    Owns the customer delivery experience for assigned Managed Security Services accounts and leads service reviews, business reviews, executive reviews, and security performance discussions to ensure alignment with contractual commitments, customer expectations, and desired outcomes. ·    Reviews and communicates SLA performance, operational effectiveness, security trends, customer sentiment, performance measures, risks, and improvement opportunities in language appropriate for executive, business, and technical stakeholders, while driving accountability for commitments, remediation plans, operational deliverables, service quality, adoption, and customer value. Security Incident, Escalation and Problem Management ·    Serves as the primary customer communication lead during critical security incidents, significant service-impacting events, and escalations, and coordinates SOC analysts, security engineers, vendors, Account Executives, and other stakeholders through resolution with timely, accurate, and transparent communications. ·    Translates technical findings, threat data, and business risk into executive-level communications and recommendations; leads escalations and post-incident reviews; analyzes incident and escalation trends; and tracks corrective actions to completion to reduce recurring customer friction. Onboarding, Adoption and Continuous Improvement ·    Leads the customer-facing transition of new Managed Security Services from implementation into steady-state operations by managing plans, milestones, dependencies, risks, readiness criteria, and stakeholder communications, and validates service configuration, monitoring, documentation, communication plans, escalation procedures, support processes, and stakeholder alignment. ·    Ensures customers understand available services, responsibilities, support processes, reporting capabilities, governance structures, and escalation paths; identifies adoption barriers and operational gaps; and partners with Security Operations leadership to improve reporting, governance, operational efficiency, service quality, and customer experience. Cross-Functional Leadership and Commercial Management ·    Orchestrates technical, customer success, sales, professional services, vendor, and partner stakeholders around customer priorities; establishes ownership and accountability; and maintains customer documentation, governance records, service procedures, operational artifacts, and communications. ·    Supports service expansions, integrations, technology changes, migrations, and operational improvements; maintains knowledge of customer contracts, service scope, entitlements, and commercial commitments; and partners with Account Executives and Customer Success teams on account strategy, renewals, adoption, service enhancements, and expanded security capabilities aligned to customer needs. General ·    Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. ·    Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors. ·    Supports and conducts self in a manner consistent with customer service expectations. Supervisory Responsibilities This job has no direct supervisory responsibilities but requires leadership and influence across cross-functional teams. Qualifications To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience/Technical Requirements/Certifications Equivalent combination accepted. Education: ·    Bachelor’s degree in cybersecurity, information technology, business, or a related field, or an equivalent combination of education and relevant experience. Experience / Technical Requirements ·    5+ years of experience in managed services, customer success, service delivery management, cybersecurity services, technical account management, consulting, or a related customer-facing technology role. ·    Experience working within Managed Security Services, a Security Operations Center, an MSSP, or a cybersecurity-focused service organization is strongly valued. ·    Experience owning strategic customer relationships, leading governance discussions, and aligning service delivery to customer business priorities and outcomes. ·    Experience coordinating cross-functional technical teams and managing critical incidents, customer escalations, recurring service issues, and service improvement activities. ·    Working knowledge of cybersecurity principles, SOC processes, incident response, security service delivery models, and service-level management. ·    Broad familiarity with SIEM, EDR/XDR, MDR, vulnerability management, cloud and network security, Microsoft Sentinel, Splunk, Cisco XDR, and Microsoft Defender technologies. ·    Ability to interpret and communicate security operations measures such as acknowledgment, detection, response, notification, escalation, alert, and remediation performance without serving as the technical investigator. ·    Experience presenting complex technical and operational information to executive, business, and technical audiences. ·    Ability to apply practical, risk-based service management controls in a flexible, high-accountability model without relying on rigid or process-heavy frameworks. ·    Proficient use of Microsoft Office applications. Certifications ·    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 delive