Service Delivery Manager

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Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving transformational change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data, and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

About the role:

Based in Aberdeen, this role will have responsibility for ensuring that cyber operations-such as threat detection, incident response, vulnerability management, and compliance monitoring-are effectively integrated into business processes and meet agreed service levels. Acting as a bridge between technical teams, vendors, and business stakeholders, the Service Delivery Manager drives continuous improvement, ensures operational readiness, and maintains alignment with regulatory and strategic objectives.

• Act as the primary contact and ensure the highest levels of customer satisfaction is maintained
• Preparation of Service Reports and customer presentations
• Organise regular Customer Service Reviews and meetings
• Retain accurate documentation in adherence to the Sword Quality Management System
• Act as customer point of contact for designated accounts
• Support Event Management requirements when required
• Support the Incident Manager for all major Incidents impacting the allocated customer base
• SLA Management in an ITIL focused environment
• Liaise with Sword operational support to ensure SLA objectives are achieved

Requirements

• Significant experience of end-to-end delivery of cybersecurity managed services across enterprise environments, ensuring alignment with business objectives and regulatory requirements.
• Managed cross-functional teams to deliver security solutions including SIEM, endpoint protection, vulnerability management, and incident response.
• Experience of service transition and operational readiness for new cyber capabilities, ensuring seamless integration into BAU operations.
• Experience acting as primary liaison between cyber operations, IT infrastructure, and business stakeholders to ensure effective communication and service alignment.
• Implemented ITIL-based service management practices to enhance cyber service delivery efficiency and customer satisfaction.
• Coordinated with third-party vendors and MSSPs to ensure timely delivery of managed security services and adherence to contractual obligations.
• Led cyber risk assessments and remediation planning for critical business systems, reducing exposure and improving resilience.
• Delivered training and awareness programs to improve cyber hygiene and reduce human-related vulnerabilities across the organization.
• Supported audit and compliance activities, including ISO 27001, NIST, and GDPR, by providing evidence of effective cyber service controls.

Benefits

At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life.

In addition to a Competitive Salary, here's what you can expect as part of our benefits package:

Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.

Flexible working: Flexible work arrangements to support your work-life balance. We can't promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.

A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more.....

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don't tick all the boxes but feel you have some of the relevant skills and experience we're looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.