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Service Delivery Manager - Cyber Security at CFC
London, United Kingdom
Job Descrption
Service Delivery Manager - Cyber Security
Department: Security
Employment Type: Permanent - Full Time
Location: London
Reporting To: Matt Smith
Description
This is an exciting opportunity for a Service Delivery Manager (SDM) to play a key role in operating an innovative managed detection and response (MDR) service. The individual will be responsible for managing and supporting customers throughout their time with Solis MDR, from initial onboarding and introductory calls to regular health checks and quarterly service updates. This is a customer-facing role requiring strong verbal and written communication skills. Foundational cyber security knowledge is also key in order to discuss security technologies and incidents with customers. The candidate will also support the ongoing improvement of service delivery processes.About the role
As as Service Delivery Manager we would expect you to:- Support new customers that are onboarded to the Solis MDR service, providing guidance on the deployment of security tools, running go-live calls, and keeping our analyst team informed.
- Monitor the status of our customer accounts, including the health of security tooling, reviews of licence consumption, and monitoring agreement status.
- Manage account administration, scheduling and running quarterly update calls and ensuring meeting notes are recorded, contracts are stored correctly, etc.
- Act as the first point of contact for customers with account-based queries, and an escalation point for the analyst team when account-level support is required.
- Interface with the Sales team when customers may benefit from additional Solis services.
- Provide ongoing feedback on processes, and support the development of documentation, templates, and training material.
- Identify areas where service delivery processes can be improved and/or automated.
About you
You will be am excellent communication skills in written and spoken English and attention to detail. With strong organisational and time management skills that has experience with:- Laser focus on product excellence and providing excellent client or customer service.
- Committed to cultivating a strong learning and collaborative culture.
- Someone who is personable, willing to learn and challenges the status quo.
- Familiarity with EDR tooling and common types of cyber security incidents.
- Understanding of incident response processes and the incident response lifecycle.
- Familiarity with common scripting languages and concepts (e.g. PowerShell, REST APIs).
Core Values
Love what you do:We show up each day ready to take on the world. Our passion and intensity set us apart and makes the difference to our colleagues, customers, brokers and carriers.
Challenge everything:
We’re never afraid to question the way that things are done and we constantly challenge ourselves and others to makes things better.
Have fun, be good:
Insurance is a serious business, but we don’t take ourselves too seriously. We make it fun to work at CFC, we welcome all viewpoints, and we treat everyone how we would expect to be treated.
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