Senior Service Delivery Manager

Owl Sure, A Business Unit of Value Momentum

Role:
Service Delivery Manager (Managed Security Services)

Location:

India (Primary Delivery Center)
Region Coverage:  80% North America (USA), 20% India / MENA / ASEAN
On-site role:  Hyderabad

Working Hours:

8:30 AM EST – 5:30 PM EST

About Owl Sure

Owl Sure 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 MSS

1.

Role Overview

The 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 retention
Strong alignment between Delivery, Sales, and Customer stakeholders
The SDM operates in a highly offshore-driven delivery model (80–90%), managing distributed teams and ensuring 24x7 security operations continuity.

2.

Key Responsibilities

2.1 Service Delivery Ownership
Own end-to-end delivery lifecycle for MSS engagements:
Transition → Steady State → Continuous Improvement
Manage fixed-bid and time & material (T&M) engagements with delivery accountability
Ensure adherence to:
SLAs / OLAs / KPIs
Security incident response timelines
Compliance and audit requirements
Maintain delivery dashboards, risk registers, and service metrics
2.2 Client & Stakeholder Management
Act as primary delivery interface for client stakeholders (CISO org, IT Security Heads, Compliance teams)
Lead:
Daily stand-ups / scrums and Weekly operational reviews
Monthly Business Reviews (M ) / Quarterly Business Reviews (Q )
Drive:
Client satisfaction (CSAT)
Account growth (in collaboration with Sales)
Handle escalations, incident communications, and executive reporting
2.3 Delivery Governance & Execution
Track and ensure delivery against:
Statement of Work (SOW)
Project plans and milestones
Implement governance frameworks:
ITIL-based service management
Security operations runbooks
Drive:
Service improvement plans (SIPs)
Root cause analysis (RCA)
Problem management
2.4 Team Leadership & Resource Management
Manage distributed teams:
L1 / L2 / L3 SOC Analysts
Threat Hunters / Incident Responders
Security Engineers (SIEM, EDR, Cloud Security)
Coordinate with:
Security Architects
Threat Intelligence teams
Ensure:
Optimal resource utilization
Skill development & certifications
Shift planning for 24x7 operations
2.5 Sales & Pre-Sales Collaboration
Work closely with Sales teams for:
Solution briefing
Effort estimation
Support:
Transition planning
Client onboarding
Provide inputs for:
Pricing models (fixed, T&M, managed services)
2.6 Compliance & Regulatory Alignment
Ensure delivery aligns with North American regulatory requirements, especially:
BFSI
GLBA (Gramm-Leach-Bliley Act)
GDPR (General Data Protection Regulation)
FFIEC Guidelines
NYDFS Cybersecurity Regulation
Healthcare
HIPAA (Health Insurance Portability and Accountability Act)
HITECH Act
Cross-Industry Standards
ISO/IEC 27001
NIST Cybersecurity Framework
SOC 2
PCI DS
2.7 Security Operations Oversight
Oversee delivery of:
SIEM / SOAR operations
EDR/XDR monitoring
Threat detection & response
Vulnerability management
Identity & access security monitoring
Ensure:
Continuous threat visibility
Incident response maturity
Automation of repetitive tasks
2.8 Automation, AI & Innovation
Leverage:
AI-driven SOC tools (UEBA, anomaly detection, Copilot tools)
SOAR platforms for incident automation
Drive:
Runbook automation
Noise reduction & alert tuning
Promote:
Predictive analytics
AI-assisted incident triage & reporting
2.9 Financial & Commercial Management
Manage:
Effort tracking
Cost optimization
Response improvement
Ensure:
Scope adherence
Change request management

3. Required Skills & Competencies

3.1 Technical & Domain Expertise
Strong…