Service Delivery Manager

Service Delivery Manager - MSS

Title: Service Delivery Manager 

Location: Sofia, hybrid, occasional travel to client sites

Job type: Full-Time Permanent

About Us

Integrity360 is the largest independent cyber security provider in Europe, with a growing international presence spanning the UK, Ireland, mainland Europe, Africa and the Caribbean. With over 700 employees, across 12 locations, and six Security Operations Centres (SOCs)—including locations in Dublin, Sofia, Stockholm, Madrid, Rome and Cape Town—we support more than 2,500 clients across a wide range of industries. 

 
Over 80% of our team are technical experts, focused on helping clients proactively identify, protect, detect and respond to threats in an ever-evolving cyber landscape. Our security-first approach positions cyber resilience as a business enabler, empowering organisations to operate with confidence. 

 
At Integrity360, people come first. We invest heavily in learning, development and progression, fostering a dynamic culture where innovation, collaboration and continuous growth are at the heart of what we do. If you're ready to take your cyber security career to the next level, we’d love to hear from you. 

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 clients. You will have responsibility for delivering multiple services to a key client 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 this high profile client. 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 multiple internal projects delivering key enhancements & improvements to the business for the customer. 

Primary Duties/Responsibilities include: 

Managing all aspects of Service Delivery ensuring adherence to critical SLAs at all times

Relationship Management between all business functions & customers alike

Provide expert management to support complicated, high profile customer issues, managing the incident right through to root cause identification, in line with the ITIL framework

Ability to manage Internal Enhancement projects & identify improvement opportunities

Manage a Continuous Service Improvement Process constantly striving for Service Excellence

Conduct or participate in service reviews 

Participate in new process design and own the transition to operations

Excellent documentation skills. Maintain documentation repository in line with ISO 20000 framework

Stakeholder management with both internal and external customers 

Excellent communication and written skills

Project lifecycle experience and understanding

Escalation and Dispute resolution management, potentially owning the resolution sourcing process where necessary

Service Reporting on a Weekly basis or as necessary

SLA & KPI writing, reporting and development

Desired Skills 

Minimum 2-3 years working in a similar Service Delivery Management position 

Experience in Client 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 clients

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 at 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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