Service Delivery Manager

Fortuna Cysec; Atlanta (GA); On-site; USD 100,000 - 130,000; Full time

Job summary

A global cybersecurity company is seeking a strategic Service Delivery Manager in Atlanta. This role focuses on client advocacy, ensuring service delivery excellence across IT infrastructure and cybersecurity services. The ideal candidate will have over 10 years of experience, lead a team of engineers, and ensure adherence to service quality metrics. Key responsibilities include overseeing service delivery and aligning cybersecurity solutions with client needs while supporting compliance with various frameworks.

Qualifications

• 10+ years of experience delivering and managing IT infrastructure and security services.
• Experience in MSP, MSSP, or MDR environments preferred.
• Working knowledge of HIPAA, SOC 2, and NIST CSF.

Responsibilities

• Own the end-to-end service delivery lifecycle for IT infrastructure.
• Ensure MDR services meet SLAs, KPIs, and contractual obligations.
• Lead and mentor field service engineers.

Skills

Leadership

Client Management

Communication

Technical Escalation

Education

Bachelor's degree in Computer Science, IT, or related field

Tools

VMware vSphere / ESXi / vCenter

ITSM tools like ConnectWise or ServiceNow

Firewalls & Switches

Job description

Company Overview

Fortuna CySec is a global cybersecurity company dedicated to empowering organizations to thrive in a threat-laden digital world. Our cutting-edge cybersecurity platform “thefense”, industry-leading Managed Detection and Response (MDR) services, and tailored Managed Services deliver proactive protection and operational resilience. At Fortuna CySec, we combine advanced threat intelligence, AI-driven analytics, and expert-led services to safeguard our clients’ digital assets and drive strategic business outcomes. Join us to shape the future of cybersecurity with innovation and excellence.

Description

Fortuna CySec is seeking a strategic and client-centric Service Delivery Manager, inspired by the client-focused excellence of professional services firms. In this high-impact role, you will serve as a trusted advisor to clients, driving adoption, value realization, and strategic alignment of Fortuna CySec’s cybersecurity platform “thefense”, MDR, and Managed Services. The ideal candidate has 10+ years of experience managing IT infrastructure in a multi-client environment, with deep expertise in VMware, server management, security, and compliance frameworks. This role also involves managing a team of field service engineers, serving as a technical escalation point, and ensuring high levels of customer satisfaction and service quality.

Key Responsibilities

• Own the end-to-end service delivery lifecycle for IT infrastructure and cybersecurity services.
• Ensure MDR services meet SLAs, KPIs, and contractual obligations.
• Lead onboarding, transition planning, and steady-state service management.
• Conduct client QBRs and operational performance meetings.
• Present service health reports and security posture updates.
• Lead and mentor field service engineers.
• Act as technical escalation point for complex infrastructure and security issues.
• Oversee deployment and configuration of thefense unified platform and security stack.
• Support compliance frameworks including HIPAA, SOC 2, NIST CSF, FERPA, and PCI-DSS.

Requirements

• 10+ years of experience delivering and managing IT infrastructure and security services.
• Experience in MSP, MSSP, or MDR environments preferred.
• Experience in VMware vSphere / ESXi / vCenter.
• Experience working with Firewalls & Switches
• Experience with Windows & Linux servers, networking fundamentals, and endpoint security.
• Knowledge of backup, disaster recovery, monitoring, and patch management tools.
• Working knowledge of HIPAA, SOC 2, ISO 27001, and NIST CSF frameworks.
• Experience with ITSM tools such as ConnectWise or ServiceNow.
• Strong leadership, communication, and client management skills.
• Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience).

Preferred Certifications

• CompTIA Security+
• CISSP or CISM
• VMware Certified Professional (VCP)
• Microsoft Certifications (MCSA, MCSE, or equivalent)
• ITIL Foundation or higher

Key Success Metrics

• SLA adherence across client portfolio
• Client satisfaction and retention rates
• Incident resolution time improvements
• Security posture enhancements
• Successful audit and compliance support outcomes
• Team performance and operational efficiency

Fortuna Cysec is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.