Service Delivery Manager

NCC Group; Manchester; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Flexible Working

Generous Holiday Allowance

Medicash & Critical Illness Scheme

Financial & Investment Benefits

Community & Volunteering Programmes

Green Car Scheme

Cycle Scheme

Special Time Off

Family Planning

Job summary

NCC Group is seeking a Service Delivery Manager to oversee a portfolio of cybersecurity service clients from its Manchester office. You will act as the primary contact, drive service reviews, and identify opportunities to improve contract value and client outcomes while coordinating with the account management team.

You will help ensure services are delivered to agreed SLAs, monitor usage, and maintain high levels of client satisfaction across our SOC and security operations offerings.

Qualifications

• Affinity for IT and cybersecurity
• Clear vision of client relationship management
• Possibly an ITIL Foundation certification
• Experience in a role involving direct customer interaction
• Willingness to travel to clients as needed
• Excellent communication skills

Responsibilities

• Building and maintaining productive relationships with your assigned clients.
• Increasing the value of the contracts you manage, always with the aim of enhancing clients' cybersecurity.
• Conducting various formal and ad-hoc client meetings, such as onsite service reviews, addressing service-related inquiries, and managing escalations.
• Collaborating closely with the account management team.
• Ensuring all delivered services consistently align with contracted SLAs.
• Analysing service usage and perceived service value.
• Taking responsibility for your clients’ satisfaction.

Skills

Relationship management

Cybersecurity awareness

Customer interaction

IT knowledge

Job description

Service Delivery Manager

Department: Cyber Services and Capabilities

Employment Type: Permanent - Full Time

Location: GBR Manchester Hardman Boulevard

Description

We are a global community of highly talented individuals working together to create a safer future, driven by our mission to make society more secure. Together, we make this mission possible.

We are looking to strengthen our team with new Service Delivery Managers (SDMs). Do you have a passion for serving customers and helping them use our services to improve their cybersecurity? If so, join our SDM team and help manage our growing client base alongside your 10 future colleagues.

We are hiring for multiple positions, welcoming candidates with a few years of relevant work experience as well as those with extensive experience.

The Opportunity

In this role, you’ll be responsible for managing a set of customers. You’ll serve as their primary point of contact, holding regular meetings to discuss the quality of our services and explore opportunities to further assist them. Your ultimate goal will be to improve customer satisfaction and increase the value of the contracts we hold with them.

The Team and Our Services

The SDM team is part of the Managed Services department at NCC Group. Our managed services portfolio includes cybersecurity products and services such as network and log monitoring, forensic analysis, incident response, and threat intelligence. The SDM team ensures clients receive these services reliably, consistently, and professionally.

At the heart of our offering is the Security Operations Center (SOC), which monitors and quickly reports on incidents, enabling clients to respond effectively to the increasing number of cyberattacks and incidents.

Key Responsibilities

• Building and maintaining productive relationships with your assigned clients.
• Increasing the value of the contracts you manage, always with the aim of enhancing clients' cybersecurity.
• Conducting various formal and ad-hoc client meetings, such as (onsite) service reviews, addressing service-related inquiries, and managing escalations.
• Collaborating closely with the account management team.
• Ensuring all delivered services consistently align with contracted SLAs.
• Analysing service usage and perceived service value.
• Taking responsibility for your clients’ satisfaction.

Skills, Knowledge & Expertise

You have a natural talent for maintaining relationships and enjoy a varied agenda. You are also commercially savvy, identifying opportunities for our sales team to help clients improve their security.

In addition, you have:

• An affinity for or knowledge of IT and cybersecurity.
• A clear vision of client relationship management.
• (Possibly) an ITIL Foundation certification.
• Experience in a role involving direct customer interaction.
• A willingness to travel to clients as needed.
• Excellent communication skills

Job Benefits

• Flexible Working: Balance your work and personal life with our flexible working options.
• Generous Holiday Allowance: Enjoy 25 days of holiday, plus bank holidays, with the option to buy up to 5 additional days of annual leave.
• Medicash & Critical Illness Scheme
• Financial & Investment Benefits: Enjoy peace of mind with our Pension, Life Assurance, and Share Save Scheme.
• Community & Volunteering Programmes: Make a difference in your community with our volunteering opportunities.
• Green Car Scheme: Drive green and save money with our eco-friendly car scheme.
• Cycle Scheme: Stay fit and healthy with our cycle-to-work scheme.
• Special Time Off: Take time off for those big moments in life, like getting married/entering into a civil partnership, becoming a grandparent, and welcoming home a new pet.
• Family Planning: Benefit from our generous maternity and paternity leave, as well as time off and support for those undergoing fertility treatments.