Service Delivery Manager

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Job title:

Service Delivery Manager – Digital Trust

Location:

US Homebased

As the Service Delivery Manager for Digital Trust in the Americas, you will lead the delivery of high-quality assessment and assurance services across cybersecurity, privacy, and digital compliance frameworks—including ISO/IEC 27001, ISO/IEC 20000, ISO/IEC 22301, ISO/IEC 42001, NIST, CSA STAR, SOC 2, and HITRUST.

You will oversee a team of Client Managers (Auditors) and Associate Auditors (External Resources) to ensure our delivery excellence, operational scalability and impactful stakeholder outcomes for our Americas Operations. As a regional operational leader and subject matter expert in digital trust, you will also manage client engagements, optimize internal resources, as well as uphold financial and contractual compliance, collaborate closely with global delivery and commercial teams to drive customer satisfaction and business growth.

This role is pivotal to ensuring seamless operations and nurture trusted and strategic relationships across the Americas in such fast-growing environment. It requires a leadership style that aligns with BSI’s core principles: fostering trust, anticipating the future, driving progress and delivering meaningful impact.

The position will be US homebase with up to 50% travel as needed to engage with key clients, attend events and support team activities within the region. A valid driver’s license is required for this position.

Responsibilities:

• Service Delivery & Operational Leadership: oversee end-to-end delivery of client engagements in the Digital Trust portfolio across the USA, manage operational resource planning with cost optimization in mind, and ensure excellent delivery that meets the regulatory standards.

• People Management & Talent Development: confidently lead a team of different seniority and technical skillsets in a virtual setting across the USA, ensure team’s competency through effective development plan and upskilling (e.g. cross-scheme qualifications), and embed an open and coaching culture that empowers the team to be future-ready.

• Client Relationship Management: drive client retention and act as a trusted partner to key clients, managing project execution, escalations, and satisfaction metrics, as well as enhancing client outcomes by shaping BSI’s propositions and sharing insights that add measurable value.

• Commercial & Financial Stewardship: responsibility on the financial outcomes for the Digital Trust service line across the Americas region (including revenue targets, margin protection and invoice alignment), align with commercial terms and close collaboration with Sales, Finance and Planning teams to produce accurate and strategic forecasts for effective delivery.

• Strategic Transformation & Innovation: be on top of the regional and global trends (cybersecurity, data privacy, AI governance), identify opportunities for delivery transformation through digital tooling, automation and new service offerings and lead cross-functional initiatives to strengthen BSI’s global Digital Trust proposition.

To be successful in the role, you will have:

• A Bachelor’s degree in in Engineering, Information Security, Business Administration, or related field (Master’s preferred)

• 10 years of progressive professional experience in assurance, consulting, or digital compliance services

• 5 years of people leadership experience, including virtual or matrix team environments

• Proven experience managing delivery performance in regulated and client-facing environments

• Deep knowledge of Digital Trust frameworks and evolving compliance landscapes

• Lead Assessor qualifications in relevant schemes or certifications (e.g., ISO 27001, CISA, CISSP, etc.) is highly preferrable

• Excellent command of English in both verbal and written, with additional languages in French, Spanish and/or Portuguese being advantageous

The guide salary for this role ranges from US$ to US$ per annum. Actual compensation is based on various factors, including but not limited to, the candidate’s competencies, level of experience, education, location,…