Service Delivery Manager (SDM)

About this position:

100% Remote – USA | West Coast USA working hours | $110,000 to $130,000 per annum | US Citizen or Green Card Holder required | No B2B, C2C or Contractor arrangements available

Are you passionate about customer success, cyber security, and delivering outstanding service outcomes?
We're seeking an experienced Service Delivery Manager (SDM) to become the trusted advisor and primary relationship owner for a portfolio of cyber security clients. You'll work closely with senior stakeholders, operational teams, and cybersecurity professionals to ensure exceptional service delivery, client satisfaction, and long-term retention.

What you'll be doing:

✔ Managing a portfolio of enterprise cyber security clients
✔ Leading monthly service reviews and executive stakeholder engagements
✔ Acting as the primary escalation point for major service issues and security incidents
✔ Driving SLA performance and continual service improvement initiatives
✔ Providing strategic guidance and translating technical delivery into business value
✔ Identifying opportunities to expand and enhance client services
✔ Working closely with SOC, engineering, sales and delivery teams to ensure exceptional customer outcomes

What we're looking for:

✔ Experience in Service Delivery, Customer Success, Account Management, or Managed Services
✔ Strong client-facing and stakeholder management skills
✔ ITIL knowledge and experience managing SLAs and service performance
✔ Understanding of cyber security, managed services, or technology delivery environments
✔ Excellent communication and relationship-building abilities
✔ Commercial awareness with a customer-first mindset
✔ Ability to manage multiple clients, competing priorities, and escalations professionally

Why apply?

✔ Fully remote role
✔ Work with cutting-edge cyber security services
✔ High-impact client-facing position
✔ Collaborative, fast-growing organisation
✔ Opportunity to influence client success and strategic growth

If you're a relationship-driven professional who enjoys combining customer success, service excellence, and cyber security, we'd love to hear from you.