Senior Service Delivery Manager

OwlSure, A Business Unit of ValueMomentum

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 OwlSure

OwlSure 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 (MBR) / Quarterly Business Reviews (QBR) 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 experience in: SOC operations (L1 to L3) SIEM platforms (e.g., Splunk, Sentinel, QRadar) EDR/XDR tools Cloud security (Azure, AWS) Understanding of: Threat intelligence frameworks MITRE ATT&CK Incident response lifecycle 3.2 Service Delivery & Management Expertise in: ITIL-based service delivery SLA/KPI governance Managed services models Experience in: Fixed bid & T&M engagements Offshore delivery models 3.3 Client Management Skills Strong communication with: C-level stakeholders Security & compliance teams Experience in: Escalation handling Executive reporting 3.4 Tools & Platforms Familiarity with: ITSM tools (ServiceNow, JIRA) Collaboration tools (Teams, Slack) Reporting dashboards (Power BI) 3.5 Leadership & Soft Skills Strong leadership across distributed teams Excellent stakeholder management Analytical and decision-making capability Ability to work in a high-pressure 24x7 security environment

4. Qualifications & Certifications

Education Bachelor’s / Master’s in: Cybersecurity / Computer Science / IT Preferred Certifications CISSP / CISM / CISA ITIL Foundation / Intermediate CEH / GIAC (optional but desirable) Cloud certifications (Azure Security / AWS Security)

5. Experience Requirements

10–15 years of overall IT experience 5–8 years in Managed Security Services / SOC delivery Proven experience managing: Global clients (preferably North America) BFSI / Healthcare accounts Experience in offshore delivery model (India-based SOC)

6. Key Performance Indicators (KPIs)

SLA adherence (%) Incident response time (MTTR, MTTD) CSAT / NPS scores Automation coverage (% of incidents automated) Compliance audit success rate Staff utilization

7. Success Profile

A successful candidate will: Operate as a “mini-business owner” for MSS accounts Balance technical depth + delivery governance + client relationship Drive automation-first, AI-enabled SOC transformation Ensure high-trust relationships with North American clients

8. Working Model

Primary shift aligned to North American time zones Ability to support: Critical incident escalations (24x7) Global stakeholder interactions