Location: Rugby, United Kingdom (Hybrid – 2 days onsite, 3 days remote)
Employment Type: Permanent or Contract (Inside IR35)
Security Clearance: Active SC required (Lapsed SC cannot be considered)
Start Date: Immediate
Nationality Requirement: Only British Nationals (No dual citizenship)
Shift Rotation: 24/7 Support (On-call availability required)
Salary/Daily Rate: Market standard (Please provide expectations)
Role Overview:
We are seeking an experienced Service Delivery Manager with a strong background in cybersecurity and infrastructure to oversee and drive 24x7 operational support in a high-security environment. The ideal candidate will have 10+ years of experience in managing IT services, cybersecurity frameworks, and infrastructure operations, leading L2 and L3 teams, and ensuring adherence to SLAs and KPIs.
Key Responsibilities:
* Lead and manage cybersecurity & infrastructure service operations in a 24x7 support environment .
* Drive incident, change, and problem management in alignment with ITIL frameworks.
* Oversee performance and availability monitoring for servers, firewalls, and infrastructure.
* Act as the single point of contact for escalated issues, ensuring smooth service delivery.
* Implement and monitor SLAs, conduct regular reviews, and drive continuous improvements.
* Collaborate with stakeholders, business units, and external vendors to ensure seamless service management .
* Establish strong governance models with daily, weekly, monthly, and quarterly review structures.
* Proactively identify and mitigate project risks and manage issue resolution.
* Maintain detailed documentation and reporting for compliance and audit purposes.
Technical Expertise Required:
Candidates must have proven expertise in the following technologies:
* Managed Engine Ops – Performance & Availability Monitoring (Server, Firewall, Infrastructure)
* Trellix – AV malware, SIEM, DLP, Native Encryption, EPO (E-Policy Enforcement)
* Tenable SC – Vulnerability Management
* AXIOM – HRSM Security (Log Inspection, Investigation)
* ARCON – Endpoint Privilege Management
* CISCO FNC – Firewall Management Console
* CISCO Firepower & Fortigate – Remote Access Security
Desired Skills & Certifications:
* Strong understanding of cybersecurity and IT infrastructure (SIEM, IAM/PAM, Firewalls, Endpoint Security, Encryption).
* ITIL framework experience – Incident, Change, and Problem Management.
* Experience leading technical teams in a service contract environment .
* Ability to set up and track KPIs and performance metrics .
* Cybersecurity certifications such as CISSP, CISM, CISA, GIAC, SANS, ISACA (preferred).
* Strong network and domain structure knowledge .
* Excellent stakeholder communication and problem-resolution skills .
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