Service Delivery Manager (Cyber)

Hamilton Barnes; England; On-site; GBP 40,000 - 45,000; Full time

Job summary

Hamilton Barnes is seeking a Technical Cyber Service Analyst to lead delivery and governance of cyber security managed services for a select client portfolio. You will coordinate SOC, SIEM, MDR and endpoint protection, chair service reviews and drive improvements while ensuring we meet SLAs and contractual commitments.

The role blends technical credibility with customer engagement, requiring strong stakeholder management and the ability to translate complex security issues into business language

Qualifications

• Proven experience in a technical and/or service delivery manager role in cyber security or IT security operations.
• Strong understanding of cyber security managed services including SOC, SIEM, MDR, vulnerability management and incident response.
• Good knowledge of service management disciplines: incident, problem, change, SLA management and continual service improvement.
• Ability to translate technical issues into clear business language for executive stakeholders.
• Experience managing customer escalations, governance forums and service reporting.

Responsibilities

• Own day-to-day service delivery and ensure performance against SLAs and contractual commitments.
• Chair service review meetings and produce reporting on performance, risks, trends and improvement actions.
• Coordinate internal SOC, engineering and specialist teams for timely incident response and service fulfilment.
• Oversee major incident communications, escalations and post-incident reviews.
• Maintain service documentation, risk registers and governance records.
• Contribute to budgeting, forecasting and service profitability tracking.

Skills

Technical leadership

Customer engagement

Stakeholder management

Governance

SLAs

Security standards

Incident response

Tools

SOC

SIEM

MDR

Vulnerability management

Endpoint protection

Job description

Technical Cyber Service Analyst – Cyber Security Managed Services | £40,000 – £45,000 | UK

A strong opportunity for an experienced technical and service-focused professional to lead delivery, governance and continual improvement of cyber security managed services for a small portfolio of customers. The role blends service leadership, technical credibility and customer engagement, ensuring services hit agreed outcomes, contractual commitments, SLAs and security standards. You’ll be the trusted point of contact for your customers, working closely with operational and engineering teams to drive commercially sound, high-quality service performance.

If you’re customer-focused, calm under pressure, and want a role where service governance and cyber security genuinely intersect, this is well worth a look.

Why this role stands out:

• Genuine ownership of a customer portfolio rather than a purely reactive function: chair service reviews, drive improvement plans and shape how services evolve
• Broad exposure across the cyber managed services stack (SOC, SIEM, MDR, vulnerability management, endpoint, incident response)
• Real commercial input, including renewals, scope changes, account growth and service profitability
• Own day-to-day service delivery, ensuring performance against SLAs, KPIs and contractual commitments
• Build customer relationships and act as primary technical contact for operational reviews, escalations and service improvement discussions
• Coordinate internal SOC, engineering and specialist teams for timely incident response, request fulfilment and problem resolution
• Chair service review meetings and produce reporting on performance, risks, trends, capacity, backlog and improvement actions
• Oversee major incident communications, escalations and post-incident reviews, tracking corrective actions to completion
• Monitor service quality, identify delivery risks and implement service improvement plans
• Ensure services align with security policies, regulatory obligations and relevant frameworks
• Support onboarding of new customers and transition of new services into live operation
• Work with commercial, sales and solution teams on renewals, service changes, scope adjustments and account growth
• Manage third-party suppliers and partners involved in service delivery
• Maintain service documentation, risk registers, action logs and governance records
• Contribute to budgeting, forecasting and service profitability tracking
• Proven experience in a technical and/or service delivery manager role, or similar within managed services, preferably cyber security or IT security operations
• Good understanding of cyber security managed services: SOC, SIEM, MDR, vulnerability management, endpoint protection, incident response, security monitoring
• Good knowledge of service management disciplines: incident, problem, change, SLA management, continual service improvement
• Ability to translate technical issues into clear business language for customer stakeholders and senior leaders
• Experience managing customer escalations, service reporting and governance forums
• Strong stakeholder management skills across technical, operational and commercial teams
• Excellent written and verbal communication, organisational and prioritisation skills
• Experience working in regulated or security-sensitive environments

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