Service Delivery Manager

Role overview

Key accountabilities

• Oversee customer onboarding and service transition; own customer relationships and serve as the key contact.
• Act as an escalation point, deliver Monthly Security Service Reviews, and coordinate operations between customers and delivery teams.
• Collaborate with account teams, identify growth opportunities, and engage customers on continual service improvement.
• Provide on-call services when applicable and gather feedback, testimonials, case studies, and references.
• Manage internal provider engagement and team performance; drive customer outcomes and maintain service documentation.
• Help develop policies and standards for service design, transition, management, and continual improvement.
• Manage customer security contracts, capture requirements, and coordinate milestones such as renewals.
• Monitor and forecast contract financial performance, communicate commercial levers, and identify performance improvements.
• Flexible working hours are required.

Skills and experience

• At least 5 years of experience in service delivery management, service management, and/or customer success; managed security services experience is ideal.
• Experience monitoring and improving service performance and managing internal and external stakeholders.
• Experience with public cloud environments such as Azure, AWS, and Google Cloud Platform.
• Experience with ITIL or ISO 20000 service management standards and service transition.
• Knowledge of project management practices such as Prince II, Agile, and Scrum; DevOps-centric experience is ideal.
• Knowledge of security practices and standards such as NIST, ISO 27001, CIS, OWASP, and Cloud Controls Matrix.
• Managed security services experience, including attack surface management or managed detection and response, is ideal.
• Self-motivated, proactive, organized, and detail-oriented; able to prioritize and work under pressure.
• Able to communicate security concepts to technical and non-technical audiences and provide strong customer service.

Location and schedule

• The role is described as India-based.
• The role may require flexible working hours and on-call customer service when applicable.

About Rackspace Cyber Defence