Service Delivery Manager

Service Delivery Manager

Job Reference No#: 3991

Open Positions: 1

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• Manage a diverse team of analysts and engineers who operate cyber infrastructure and tools, providing 24/7 monitoring, alerting, and incident response.
• Lead service teams, maintain client satisfaction, oversee service quality, and drive continuous improvement initiatives.
• Act as escalation point for all operational and service‑related tickets and projects, working closely with Deloitte’s Security Operations Center (SOC) Delivery pool and the Network Security and Information Security tower leads.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

• MUST have a bachelor’s degree in Business, Information Technology, or a related field (Master’s degree preferred).
• Work full‑time onsite at client offices in Columbia, SC.
• 5+ years of experience in service delivery, operations management, or a related field.
• Extensive experience and strategic understanding of security technologies such as SIEM, IDS/IPS, WAF, EDR, sandboxing, host‑ and network‑based firewalls, threat intelligence, and penetration testing.
• Understanding of attack activities such as network probing/scanning, DDoS, and malicious code activity.
• Strong leadership and people‑management skills.
• Excellent communication, negotiation, and interpersonal abilities.
• Proven experience managing client relationships and delivering high‑quality services.
• Analytical skills with experience in performance metrics and reporting.
• Familiarity with ITIL or other service management frameworks is an advantage.
• Client‑focused mindset and strong problem‑solving abilities.
• Ability to manage multiple priorities and work effectively under pressure.
• Proficiency in service management tools and platforms.
• Strong organizational and project‑management skills.
• Understanding of common network infrastructure devices such as routers and switches, and basic networking protocols such as TCP/IP, DNS, HTTP.
• Detailed knowledge of system security architecture and security solutions.

• Oversee end‑to‑end delivery of services to assigned clients or business units.
• Serve as the main point of contact for client escalations and service‑related inquiries.
• Monitor and report on service performance, ensuring adherence to SLAs and KPIs.
• Lead, mentor, and develop service delivery teams to achieve operational excellence.
• Collaborate with cross‑functional teams (IT, operations, project management, etc.) to resolve issues and optimize service delivery.
• Identify areas for process improvement and implement best practices to enhance service efficiency and quality.
• Implement risk management programs for federal clients using NIST, RMF, and FISMA compliance frameworks.
• Enhance cyber awareness with clients and project teams.
• Implement cutting‑edge security tools for clients.
• Prepare and present regular service performance reports to clients and senior management.
• Ensure compliance with organizational policies, standards, and relevant regulations.
• Manage client expectations and foster strong, long‑term relationships.
• Support the onboarding of new clients and services, ensuring a smooth transition and setup.

Job Location :

Columbia, South Carolina, United States