About Us
Integrity360 is one of Europe's leading cyber security specialists operating from office locations spread out across Europe, providing a comprehensive range of professional, support and managed cyber security services for our 300+ customers. With four top-class Security Operation Centers, we offer a complete end-to-end security services covering our customers' security from every angle. Our services include Managed Security, Cyber Security Testing, Incident Response, Security Integration, PCI Compliance and Cyber Risk & Assurance services.
What sets Integrity360 apart is our excellent team of people that drive the business forward. The company was founded with a focus on technical expertise and that philosophy remains today. The skills and experience in our company are some of the greatest in the industry and customers remain with Integrity360 because they can rely on and trust us to go above and beyond to ensure their needs are met. Listed multiple times on Gartner Market Guides for Managed Security Services.
Job Role / Responsibilities
As the Service Delivery Manager, you will be responsible for driving service excellence & ensuring the highest level of performance is delivered to our customers. You will have responsibility for delivering multiple services to a key customer in the form of Managed Security Services & infrastructure support agreements.
You will have sole responsibility for Service Level Management & will be expected to provide focus for contractual SLA management, customer satisfaction & continuous service improvement initiatives with customers. You will be accountable for all aspects of incident, problem & change control, driving service stability & acting as a key escalation point for all major incidents & issues. You will be a strong change advocate & have familiarity with ITIL Service Management best practice. You will be expected to manage & sponsor internal projects delivering key enhancements & improvements to the business for your customers.
Primary Duties/Responsibilities include:
Managing all aspects of Service Delivery ensuring adherence to all SLAs
Maintaining customer relationships, and improving response and delivery times
Managing Stakeholders, both internal and external, including relationship management between all business functions & customers alike
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
Identifying and managing Continuous Service Improvement and implementing a plan where necessary
Understanding the customer pain-points and facilitating opportunities, including upselling/cross-selling where applicable
Identifying and managing risks to services and the customer environment
Owning escalation and dispute resolution management
Hosting regular service review meetings covering Managed Security Services
Engaging in the Project lifecycle to ensure smooth transition to BAU
Providing accurate and regular reports on performance of the service
Maintaining high performance and efficiency levels for service-related processes, and implementing improvement activities wherever necessary
Developing and implementing service standards and procedures for the service delivery department
Desired Skills
Minimum 2-3 years working in a similar Service Delivery Management position
Experience in Customer Facing roles with reporting & presentation requirements
Experience in a Managed Services & Helpdesk environment
Previous IT Infrastructure Management Experience Desirable
A good understanding of technical security environments
Proven responsibility in all phases of project delivery within tight deadlines under pressure from external customers
Experience with ISO 9001 / 27001 & 20000 Certifications & Requirements
Excellent interpersonal and communication skills both verbal and written
Fluent English speaker
Aptitude for solving problems and acting on own initiative
A strong team player with a flexible approach
Highly motivated with a willingness to learn & drive that motivation within the team
Can demonstrate consistency in their work attitude
Strong analytical skills, logical and structured in approach
Proactive and energetic in the work situation, seeking to get things done and deal with a variety of tasks
Ability to create a positive and innovative, engaging working environment
Certifications/Qualifications
ITIL Qualified to Foundation level minimum
Educated to Degree Level desirable
Technical Qualification in the IT Infrastructure or security fields are desirable
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