Service Delivery Manager

Job Description

Employment Type: Full-Time

• Fluidech is a technology consulting and managed services firm focussed on cybersecurity. Founded in 2014 and headquartered in Gurugramand today with a client base spanning over 100 organizations worldwide, Fluidech designs IT solutions aligned with business objectives, fostering trusted relationships and delivering measurable performance improvements.
• Established as a born-in-the-cloud company, Fluidech has evolved into a trusted technology partner that helps businesses build (Cloud & Infrastructure), automate (DevOps), and secure (Cyber Security services). Our solutions span diverse industry verticals, aligned with each client's business goals.
• In addition to holding ISO 9001 and ISO 27001 certifications, and an award-winning cybersecurity team, the company has a strong value proposition in its GRC services across frameworks including but not limited to NCIIPC's CAF, SEBI's CSCRF, and others.

• We are seeking a results-driven Service Delivery Manager (SDM) with strong experience in cybersecurity services delivery to lead end-to-end execution of client engagements across managed and consulting services.
• The ideal candidate will bring a blend of technical understanding, client management expertise, and operational leadership, with a proven track record of delivering cybersecurity projects and managed services (SOC, SIEM, GRC, Cloud Security, etc.) within defined SLAs, timelines, and quality benchmarks.
• This role is critical in ensuring consistent service excellence, customer satisfaction, and scalable delivery operations.

Key Responsibilities

• Own end-to-end delivery of cybersecurity services across multiple client accounts.
• Ensure adherence to SLAs, KPIs, and contractual commitments.
• Manage delivery of services such as:
• SOC / SOCaaS operations
• SIEM implementation & management
• Vulnerability management & VAPT
• GRC / compliance (ISO 27001, SOC 2, regulatory frameworks)
• Cloud & infrastructure security
• Drive service quality, uptime, incident response efficiency, and reporting accuracy.

• Act as the primary point of contact for clients on delivery matters.
• Build strong relationships with CXOs, CISOs, and IT leadership.
• Conduct regular governance calls, service reviews, and escalation management.
• Ensure high CSAT and account retention, while identifying growth opportunities.

• Lead cross-functional teams including SOC analysts, engineers, consultants, and partners.
• Ensure optimal resource allocation, workload management, and team performance.
• Establish delivery frameworks, playbooks, and SOPs.
• Mentor teams and drive a high-performance, accountable delivery culture.

• Oversee onboarding, transition, and steady-state delivery of new accounts.
• Manage project timelines, risks, dependencies, and change requests.
• Ensure structured execution using frameworks like Agile / ITIL / PMP methodologies.
• Drive continuous improvement across delivery processes.

• Ensure compliance with internal standards and external frameworks (ISO 27001, SOC 2, etc.).
• Identify delivery risks and implement mitigation strategies.
• Drive audit readiness and support internal/external audits.
• Maintain documentation, reporting, and governance artefacts.

• Identify upsell and cross-sell opportunities within existing accounts.
• Collaborate with sales and pre-sales teams for solutioning and proposals.
• Contribute to capability building in emerging areas (XDR, Zero Trust, Cloud Security, etc.).

Qualifications & Skills

• Bachelor's degree in engineering, IT, or related field (MBA preferred).
• 812 years of experience in IT services, with 5+ years in cybersecurity delivery roles.
• Proven experience managing enterprise cybersecurity engagements.

• Strong understanding of:
• SOC operations, SIEM (Splunk, Sentinel, QRadar, etc.)
• GRC frameworks (ISO 27001, NIST, SOC 2)
• Cloud security (AWS, Azure, GCP)
• Network & endpoint security
• Hands-on exposure to managed services delivery models (24x7, 8x5, hybrid).

• ITIL / PMP / PRINCE2
• CISSP / CISM / CISA
• ISO 27001 Lead Implementer / Auditor

• Excellent communication and executive presence
• Strong problem-solving and decision-making ability
• High ownership, accountability, and stakeholder empathy
• Ability to operate in fast-paced, client-driven environments

• Be part of a fast-growing company driving innovation in cybersecurity and cloud.
• Collaborate with an award-winning team and dynamic leadership.
• Take ownership of high-impact, enterprise-scale cybersecurity engagements.
• Work in a culture that values trust, transparency, and employee growth.

• Competitive compensation with performance-based incentives
• Health insurance and wellness support
• Learning & development opportunities, including certifications
• Cross-functional exposure and accelerated career growth
• Inclusive, engaging workplace with regular team-building activities