Hybrid Cyber Security Service Delivery Lead

NRG.; Southampton; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

NRG. is seeking an experienced Service Delivery Manager to join a growing technology and cyber security services team. The role focuses on managing day-to-day service relationships, handling escalations, and driving service improvements.

Based in Hampshire with hybrid working and regular UK travel, you will work with ITIL practices to monitor SLAs, KPIs and customer satisfaction, coordinating onboarding and reporting across technical and customer teams.

Qualifications

• 3+ years of Service Delivery Management experience, ideally in tech, managed services, networking or cyber security.
• Strong background in IT service management and customer relationship management.
• Experience with SLAs, KPIs, service reviews and stakeholder reporting.

Responsibilities

• Manage day-to-day service relationship with a portfolio of customers.
• Be the 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.
• Collaborate with technical teams to resolve issues and support major incidents.
• Produce service reports and customer documentation.
• Identify opportunities to improve service quality and customer experience.
• Coordinate with third-party suppliers and ensure SLAs are met.
• Support account teams in identifying opportunities to expand services.

Skills

Service Delivery

ITIL

Stakeholder management

SLA management

Incident management

Problem management

Change management

Education

ITIL Certification (Foundation)

Tools

Microsoft 365

Salesforce

Confluence

Power Platform

SIEM

EDR

XDR

Job description

NRG. is seeking an experienced Service Delivery Manager to join a growing technology and cyber security services team. The role focuses on managing day-to-day service relationships, handling escalations, and driving service improvements.

Based in Hampshire with hybrid working and regular UK travel, you will work with ITIL practices to monitor SLAs, KPIs and customer satisfaction, coordinating onboarding and reporting across technical and customer teams.