Service Delivery Manager

At Quorum Cyber we help good people win. Founded in Edinburgh in 2016, we are one of the fastest growing cyber security companies in the UK with over 150 customers on four continents. Our mission is to help good people win and we do this by defending teams and organisations across the world and all industry sectors against the rising threat of cyber-attacks, enabling them to thrive in an increasingly hostile, unpredictable and fast-changing digital landscape.

In this role you will:

• Provide a single, highly responsive point of contact for clients throughout our engagements (delivering both projects and services).
• Assist with the onboarding of new clients.
• Liaise with clients on upcoming, current and recently completed engagements.
• Ensure client engagements run smoothly to schedule and on budget.
• Co-ordinate the various internal teams involved in the delivery process.
• Pro-actively identify and troubleshoot project/delivery issues.
• Accept services into BAU ensuring all project artefacts have been shared with the relevant audience.
• Prepare and present accurate reports on quality and performance of service(s) against targets (SLAs and OLAs).
• Identify and resolve issues of potential conflict, both internal and external to the company, during the service delivery process and instigate mitigation for future conflicts.
• Collaborate on product, process and service improvements.
• Provide feedback and collaborate with Account Managers, Solution Managers and Delivery teams to improve our products and services/service offerings.
• Work with Service Owners/Solution Managers to maintain and contribute to Service Improvement Plans as part of continual service improvement.
• Refine, adapt and improve existing delivery processes to ensure the best outcomes for our clients.
• Establish and align policies, procedures, standards and frameworks to business need.

What we need you to have:

• Cyber Security Knowledge
• Thinking clearly under pressure
• Analytical skills / Problem-solving
• Focus on detail
• Customer centricity
• Ability to build effective relationships (with both clients and internal teams)
• Strong organisational and project management skills
• A working understanding of the ITIL framework (ITIL qualifications would be advantageous)
• Experience of working in a Cyber Security environment would be preferred
• Excellent communication skills (written, oral and presentations)
• Strong interpersonal skills and ability to build effective relationships with clients and internal teams
• A strong focus on client-results and attention to detail
• Proven experience of developing and maintaining client relationships
• Drive and ability to work both flexibly and autonomously, managing your own workload
• To be confident at making important decisions on a daily basis - but will escalate as required
• Excellent analytical and problem-solving skills
• Ability to think clearly under pressure and work in a rapidly changing environment, often with tight deadlines
• Understanding of Information Security and ability to communicate a commercial understanding of their security and business obligations to our clients
• A positive, professional, ‘can do’ and results-oriented attitude with the ability to meet operational and client needs.

What we give you:

You will get an excellent salary, with world class benefits (private health, unlimited holidays, flexible working). As a leading-edge technology company, you will have access to the latest technology, and an environment that will encourage and nurture your curiosity. We are passionate about your learning and you will be empowered to advance your skills and expertise.