Senior Service Delivery Manager

OwlSure, A Business Unit of ValueMomentumRole: Service Delivery Manager (Managed Security Services)Location: India (Primary Delivery Center)Region Coverage: 80% North America (USA), 20% India / MENA / ASEANOn-site role: HyderabadWorking Hours: 8:30 AM EST – 5:30 PM ESTAbout OwlSureOwlSure enables Financial Services, Healthcare, and Life Insurance organizations to achieve value for their budgets, accelerate speed-to-market, and scale operations. Through thoughtfully designed solutions and highly automated managed services, we deliver reliable outcomes backed by deep technical expertise and a continuously optimized delivery platform.Job Description – SDM MSS1. Role OverviewThe Service Delivery Manager (SDM) for Managed Security Services (MSS) is responsible for end-to-end service ownership, governance, and delivery excellence across security operations engagements for global clients, with focus on North American BFSI & Healthcare sectors.This role should ensure:Seamless execution of MSS engagements (SOC, MDR, SIEM, IAM, Cloud Security)Strict adherence to contractual commitments (SOWs, SLAs, KPIs)High client satisfaction and retentionStrong alignment between Delivery, Sales, and Customer stakeholdersThe SDM operates in a highly offshore-driven delivery model (80–90%), managing distributed teams and ensuring 24x7 security operations continuity.2. Key Responsibilities2.1 Service Delivery OwnershipOwn end-to-end delivery lifecycle for MSS engagements:Transition → Steady State → Continuous ImprovementManage fixed-bid and time & material (T&M) engagements with delivery accountabilityEnsure adherence to:SLAs / OLAs / KPIsSecurity incident response timelinesCompliance and audit requirementsMaintain delivery dashboards, risk registers, and service metrics2.2 Client & Stakeholder ManagementAct as primary delivery interface for client stakeholders (CISO org, IT Security Heads, Compliance teams)Lead:Daily stand-ups / scrums and Weekly operational reviewsMonthly Business Reviews (MBR) / Quarterly Business Reviews (QBR)Drive:Client satisfaction (CSAT)Account growth (in collaboration with Sales)Handle escalations, incident communications, and executive reporting2.3 Delivery Governance & ExecutionTrack and ensure delivery against:Statement of Work (SOW)Project plans and milestonesImplement governance frameworks:ITIL-based service managementSecurity operations runbooksDrive:Service improvement plans (SIPs)Root cause analysis (RCA)Problem management2.4 Team Leadership & Resource ManagementManage distributed teams:L1 / L2 / L3 SOC AnalystsThreat Hunters / Incident RespondersSecurity Engineers (SIEM, EDR, Cloud Security)Coordinate with:Security ArchitectsThreat Intelligence teamsEnsure:Optimal resource utilizationSkill development & certificationsShift planning for 24x7 operations2.5 Sales & Pre-Sales CollaborationWork closely with Sales teams for:Solution briefingEffort estimationSupport:Transition planning Client onboardingProvide inputs for:Pricing models (fixed, T&M, managed services)2.6 Compliance & Regulatory AlignmentEnsure delivery aligns with North American regulatory requirements, especially:BFSIGLBA (Gramm-Leach-Bliley Act)GDPR (General Data Protection Regulation)FFIEC GuidelinesNYDFS Cybersecurity RegulationHealthcareHIPAA (Health Insurance Portability and Accountability Act)HITECH ActCross-Industry StandardsISO/IEC 27001NIST Cybersecurity FrameworkSOC 2PCI DS2.7 Security Operations OversightOversee delivery of:SIEM / SOAR operationsEDR/XDR monitoringThreat detection & responseVulnerability managementIdentity & access security monitoringEnsure:Continuous threat visibilityIncident response maturityAutomation of repetitive tasks2.8 Automation, AI & InnovationLeverage:AI-driven SOC tools (UEBA, anomaly detection, Copilot tools)SOAR platforms for incident automationDrive:Runbook automationNoise reduction & alert tuningPromote:Predictive analyticsAI-assisted incident triage & reporting2.9 Financial & Commercial ManagementManage:Effort trackingCost optimizationResponse improvementEnsure:Scope adherenceChange request management3. Required Skills & Competencies3.1 Technical & Domain ExpertiseStrong experience in:SOC operations (L1 to L3)SIEM platforms (e.g., Splunk, Sentinel, QRadar)EDR/XDR toolsCloud security (Azure, AWS)Understanding of:Threat intelligence frameworksMITRE ATT&CKIncident response lifecycle3.2 Service Delivery & ManagementExpertise in:ITIL-based service deliverySLA/KPI governanceManaged services modelsExperience in:Fixed bid & T&M engagementsOffshore delivery models3.3 Client Management SkillsStrong communication with:C-level stakeholdersSecurity & compliance teamsExperience in:Escalation handlingExecutive reporting3.4 Tools & PlatformsFamiliarity with:ITSM tools (ServiceNow, JIRA)Collaboration tools (Teams, Slack)Reporting dashboards (Power BI)3.5 Leadership & Soft SkillsStrong leadership across distributed teamsExcellent stakeholder managementAnalytical and decision-making capabilityAbility to work in a high-pressure 24x7 security environment4. Qualifications & CertificationsEducationBachelor’s / Master’s in:Cybersecurity / Computer Science / ITPreferred CertificationsCISSP / CISM / CISAITIL Foundation / IntermediateCEH / GIAC (optional but desirable)Cloud certifications (Azure Security / AWS Security)5. Experience Requirements10–15 years of overall IT experience5–8 years in Managed Security Services / SOC deliveryProven experience managing:Global clients (preferably North America)BFSI / Healthcare accountsExperience in offshore delivery model (India-based SOC)6. Key Performance Indicators (KPIs)SLA adherence (%)Incident response time (MTTR, MTTD)CSAT / NPS scoresAutomation coverage (% of incidents automated)Compliance audit success rateStaff utilization7. Success ProfileA successful candidate will:Operate as a “mini-business owner” for MSS accountsBalance technical depth + delivery governance + client relationshipDrive automation-first, AI-enabled SOC transformationEnsure high-trust relationships with North American clients8. Working ModelPrimary shift aligned to North American time zonesAbility to support:Critical incident escalations (24x7)Global stakeholder interactions

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