Services Manager – Cyber Security; iOCO

The Services Manager is responsible for ensuring that contracted cybersecurity services are delivered effectively, consistently, and in accordance with agreed service levels, security standards, governance requirements, and client expectations.

The role serves as the primary operational interface between assigned clients and the Cyber Security delivery teams, including the Security Operations Centre, security engineering, incident response, vulnerability management, identity, endpoint, email, cloud, and other security service functions.

• Client Engagement and Relationship Management
  • Act as the primary operational contact for assigned clients.
  • Build trusted relationships with client executives, security teams, and operational stakeholders.
  • Manage client expectations and communicate service performance, risks, incidents, and improvement initiatives.
  • Conduct service reviews, governance meetings, and Quarterly Business Reviews.
• End-to-End Service Delivery Governance
  • Own the overall delivery of contracted cybersecurity services to assigned clients.
  • Ensure services are delivered in accordance with the agreed scope, service levels, procedures, and standards.
  • Coordinate delivery across the SOC, security engineering teams, service owners, vendors, and supporting technology teams.
  • Maintain visibility of service performance, risks, dependencies, and outstanding actions
• Service-Level and Performance Management
  • Monitor SLA, KPI, and customer satisfaction performance.
  • Identify service performance trends, exceptions, and recurring failures.
  • Coordinate corrective action plans with accountable service owners.
  • Ensure service reporting is accurate, governed, and aligned with contractual commitments
• Technical Service Oversight
  • Oversee the day-to-day technical delivery of cybersecurity services.
  • Review service health, control effectiveness, operational procedures, and technical dependencies.
  • Challenge delivery teams where performance, documentation, or operational discipline is inadequate.
  • Escalate significant technical concerns and systemic risks to the appropriate technical authority.
• Incident and Escalation Management
  • Act as the primary service escalation point for operational and client-impacting issues.
  • Ensure timely and accurate client and executive communication.
  • Track incidents through containment, recovery, root-cause analysis, and corrective action closure
• Problem Management
  • Monitor problem records, known errors, workarounds, and outstanding actions.
  • Escalate overdue problems that present ongoing service or security risk.
• Change and Release Governance
  • Participate in Change Advisory Board and operational change processes.
  • Review high-risk and security-related changes from a service delivery perspective.
  • Ensure changes are managed in accordance with defined processes and service commitments.
  • Assist with managing client expectations during projects, outages, incidents, and major changes.
  • Track failed or unauthorised changes and ensure corrective action is completed.
• Governance, Risk and Compliance
  • Ensure service delivery aligns with relevant security policies, contractual requirements, and governance frameworks.
  • Maintain client operational risk, issue, dependency, and action registers.
  • Identify and communicate security risks, control weaknesses, and compliance gaps.
  • Coordinate risk assessments, audits, remediation activities, and material risk escalation.
• Reporting and Service Reviews
  • Produce and present monthly service reports and executive service summaries.
  • Report on service performance, incidents, risks, changes, problems, security outcomes, and improvement initiatives.
  • Provide trend analysis, material exceptions, corrective actions, and decisions required.
  • Maintain records of governance meetings, decisions, actions,…