Service Delivery Manager, Managed Detection and Response Cyber security Washington DC

Service Delivery Manager, Managed Detection and Response

We have a new and exciting role for a Service Delivery Manager available within our Managed Detection and Response Team in the Cybersecurity practice in the USA.

Cybersecurity

USA

S-RM is a global intelligence and cyber security consultancy. Since 2005, we’ve helped some of the most demanding clients in the world solve some of their toughest information security challenges.

We’ve been able to do this because of our outstanding people. We’re committed to developing sharp, curious, driven individuals who want to think critically, solve complex problems, and achieve success.

But we also know that work isn’t everything. It’s about the lives and careers it helps us build. We’re immensely proud of this culture and we invest in our people’s wellbeing, learning, and ideas every day.

We’re excited you’re thinking about joining us.

Our Cyber Security division is the fastest-growing part of S-RM. The cyber sector is always evolving, and our Advisory, Managed Services, and Incident Response practices are in more demand than ever.

We’re building a team to meet this challenge. We’re quick to respond, innovate, and improve. We don’t get too hung up on hierarchy or bureaucracy. If your ideas are good enough, we’ll empower you to implement them. If you’re the best person to talk to a customer, you’ll get that opportunity, regardless of the title in your email signature. And when you need a hand, your team will always have your back.

We also don’t believe there’s a typical cyber security professional. We’ve built a team of intelligence analysts, technical specialists, software developers, investigators, risk managers, and more. You’ll always find a range of perspectives and expertise to help you learn and grow.

If that sounds like your kind of team, we’d like to hear from you.

As Service Delivery Manager, you will be responsible for the operational performance, quality assurance, and continuous improvement of S‑RM's Polus MDR service across our client base. Sitting at the intersection of technical delivery and client relationship management, you will ensure our managed security services consistently meet SLAs, regulatory requirements, and client expectations. The ideal candidate will combine a strong technical understanding of SOC operations with proven experience in service management, performance metrication, and compliance frameworks.

This is a key role within a young and fast‑growing team and service – you will have significant influence in shaping how we deliver, measure, and mature our managed security offering.

• Service Delivery & SLA Management:
  You will own the day‑to‑day quality assurance of service delivery across the client portfolio. This includes monitoring and reporting on SLA adherence, identifying delivery risks, and driving corrective actions to maintain service performance. You will ensure we can clearly measure and demonstrate service quality – for example at Quarterly Service Reviews (QSRs) – through well‑defined KPIs and metrics.

• Performance Metrication & Reporting:
  You will define, implement, and maintain service performance metrics and reporting frameworks. This includes building dashboards and reports that provide visibility into detection coverage, response times, alert volumes, false positive rates, and other key indicators of SOC health and client value.

• Client Engagement & Governance:
  You will act as a primary point of accountability for service quality with clients. This includes leading QSRs, managing escalations, coordinating service improvement plans, and ensuring client feedback is captured and acted upon. You will work closely with client success managers and SOC leadership to align delivery with client expectations.

• Compliance & Regulatory Requirements:
  You will support the maintenance of SOC certifications and regulatory compliance, including CREST SOC requirements and emerging obligations under the UK Cyber Resilience Act and EU NIS2 – under which S‑RM falls as an MSSP. You will work with the Compliance Team to ensure additional reporting and evidencing requirements…