Cyber Security Service Delivery Lead

NRG.; England; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

NRG. is seeking an experienced Service Delivery Manager to join its technology and cyber security services team. You will manage day-to-day service relationships with a portfolio of customers and act as the main contact for escalations, producing reports and driving improvements.

The role is hybrid based in Hampshire with regular travel to customer sites across London and surrounding areas. A full UK driving licence is required and standard hours apply, with some flexibility for travel.

Qualifications

• 3+ years’ experience in Service Delivery Management in tech, managed services, networking or cyber security.
• Experience with ITIL/IT Service Management principles.
• Experience managing SLAs, KPIs and service performance.
• Experience with incident, problem and change management.
• Experience with customer onboarding and service transition.
• Experience working with technical teams and third-party suppliers.
• Ability to produce clear service documentation and reports.
• Experience in cyber security services or SOC environments is a plus.

Responsibilities

• Manage day-to-day service relationship with a portfolio of customers.
• Act as main contact for service-related queries, escalations and issues.
• Lead customer service reviews and performance meetings.
• Monitor service levels, KPIs and customer satisfaction.
• Coordinate service onboarding and introduction of new services.
• Work with technical and operational teams to resolve issues.
• Support major incidents, problems and service changes.
• Produce and maintain service reports and customer documentation.
• Identify opportunities to improve service quality, processes and customer experience.
• Coordinate with third-party suppliers and ensure SLAs are met.
• Support account teams in expanding existing services.
• Build relationships with technical and senior customer stakeholders.

Skills

Service Delivery Management

ITIL/ITSM

SLAs & KPIs

Service reviews & reporting

Incident/Problem/Change management

Onboarding & service transition

Stakeholder management

Third-party coordination

Tools

Microsoft 365

Salesforce

Confluence

Power Platform

Job description

NRG. is seeking an experienced Service Delivery Manager to join its technology and cyber security services team. You will manage day-to-day service relationships with a portfolio of customers and act as the main contact for escalations, producing reports and driving improvements.

The role is hybrid based in Hampshire with regular travel to customer sites across London and surrounding areas. A full UK driving licence is required and standard hours apply, with some flexibility for travel.