Service Delivery Manager

Overview

In this role you will own the end-to-end customer experience for Nomios services, ensuring high-quality delivery and value alignment with client needs. You’ll coordinate across people, processes, and technology to optimise service outcomes and SLAs, collaborating with the nTAC and cross-functional teams. The position suits a detail-oriented problem-solver who thrives in a fast-paced environment and seeks continuous improvement. This is a chance to impact customer success in a growing cyber security services business.

Pay / Benefits

• highly competitive salary and commission scheme
• industry-leading benefits
• hybrid role with office visits
• travel and onsite work flexibility
• supportive, fast-paced environment

Responsibilities

• Own Service Transition for onboarding new customers and services
• Deliver and maintain SLAs and KPIs
• Lead service reviews with customers and internal stakeholders
• Collaborate with nTAC to secure positive customer outcomes
• Manage core ITIL processes (Major Incident, Change, Problem)
• Define and improve service reporting
• Identify improvement opportunities and drive value initiatives
• Monitor and manage customer satisfaction via surveys and metrics
• Maintain customer documentation (handbooks, introductions, bespoke processes)
• Support Sales with pursuing further Managed Services opportunities
• Ensure vendors meet SoW targets

Key requirements

• Fluent in English with strong written and spoken communication
• Persuasive presenter with engaging communication skills
• Degree in Business or Information Technology, or equivalent experience
• Ability to build quick, trusted relationships
• At least 3 years’ experience as Service Delivery Manager for a mature SOC
• Knowledge of Service Management tools (CRM, Salesforce, Confluence, Power Apps, Microsoft 365)
• Solid understanding of cyber security concepts (SIEM, EDR, XDR)
• Strong team player and ability to work under pressure
• Initiative, independence, organisation and multi-tasking
• Excellent senior stakeholder and relationship management
• Proactive, can-do attitude; comfortable with challenges
• Willingness to travel to customer sites across the UK with a full driving licence

• communication
• persuasion
• relationship management
• Service Management tools (CRM, Salesforce, Confluence, Power Apps, Microsoft 365)
• ITIL processes (Major Incident, Change, Problem)
• Cyber security concepts (SIEM, EDR, XDR)

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