Service Delivery Manager - Cyber Security || Mississauga, ON - Onsite || Fulltime FTE

Service Delivery Manager Cyber Security

Location: Mississauga, ON
Work Arrangement: Onsite
Job Type: Full-Time Permanent FTE

Job Summary

We are seeking an experienced Service Delivery Manager Cyber Security to oversee the delivery, performance, and continuous improvement of cybersecurity services in an enterprise environment. The ideal candidate will have strong service management, stakeholder management, and cybersecurity operations experience.

Key Responsibilities

• Manage end-to-end delivery of Cyber Security services and ensure adherence to agreed SLAs and KPIs.

• Act as the primary point of contact for clients, stakeholders, and cybersecurity teams.

• Lead service delivery governance, operational reviews, and performance management.

• Monitor service performance, availability, quality, and customer satisfaction.

• Coordinate with Cyber Security, Infrastructure, Network, Cloud, and Application teams.

• Drive incident, problem, change, and escalation management.

• Identify service gaps and lead continuous improvement and service optimization initiatives.

• Manage risks, issues, dependencies, and escalations through effective resolution.

• Prepare and present service reports, dashboards, KPIs, and management updates.

• Ensure compliance with organizational security policies, processes, and governance standards.

• Support cybersecurity projects, transitions, and transformation initiatives.

• Manage third-party vendors and service providers where required.

• Lead and mentor service delivery and operational teams.

Required Skills & Qualifications

• 7+ years of experience in IT Service Delivery / Service Management , preferably within Cyber Security.

• Strong understanding of Cyber Security operations, services, and enterprise security environments .

• Proven experience managing SLAs, KPIs, OLAs, and service performance.

• Strong knowledge of ITIL-based service management processes.

• Experience with Incident, Problem, Change, Request, and Escalation Management.

• Strong stakeholder and client relationship management skills.

• Experience working with cross-functional technical and cybersecurity teams.

• Excellent communication, presentation, leadership, and problem-solving skills.

• Ability to work onsite in Mississauga, ON .

Preferred Skills

• ITIL certification is preferred.

• Experience with ServiceNow or similar ITSM platforms.

• Experience managing cybersecurity service towers or managed security services.

• PMP or other project/service management certification is an asset.