SOC Service Delivery Manager
About This Role:
At eir, we're building Ireland's most trusted security services business, helping organisations protect their people, systems and data in an increasingly complex threat landscape. We're looking for an experienced SOC Service Delivery Manager to join our Business Security team and become the trusted advisor for a portfolio of managed security customers.
As SOC Service Delivery Manager, you'll be the bridge between our customers and our cybersecurity experts, ensuring our Security Operations Centre (SOC) services deliver real business value. You'll lead customer relationships, oversee service performance, manage critical escalations and work with technical teams to continuously improve our security services.
This is an ideal opportunity for someone who enjoys building strong stakeholder relationships, solving complex challenges and helping customers strengthen their cybersecurity posture.
Team- eir Business Security
Focus-Managed Security Services/SOC
Customers-Enterprise and public sector customers
Environment- Customer-facing, service delivery and cybersecurity operations
Why This Role:
At eir, you'll work alongside some of the best cybersecurity professionals in the industry, helping customers tackle real-world security challenges while shaping the future of managed security services in Ireland. We offer opportunities to learn, grow and make a meaningful impact in a fast-paced and evolving environment.
Ready to make a difference?
Apply today and help our customers stay secure, resilient and ready for what's next.
Expectations From The Role:
•Act as the primary service lead for a portfolio of enterprise and public sector customers.
•Build trusted relationships with customer stakeholders and become their go-to security service partner.
•Lead service reviews, governance meetings and performance reporting.
•Monitor and improve SLA and KPI performance, identifying trends and opportunities for improvement.
•Coordinate customer communications during significant cybersecurity incidents.
•Drive continual service improvement initiatives that enhance customer outcomes and reduce risk.
•Collaborate with SOC Operations, Engineering, Incident Response, Commercial and Account teams to deliver exceptional customer experiences.
•Support customer retention, service growth and adoption of new security capabilities.
Requirements For A Successful Application:
What You'll Bring
•3+ years' experience in service delivery, managed services, cybersecurity or IT service management.
•Experience managing customers, SLAs, service reviews, escalations and improvement plans.
•Strong stakeholder management and communication skills.
•Understanding of cybersecurity operations, incident management and security risk.
•The ability to translate technical security information into business-focused insights.
•A proactive mindset with a passion for customer success and continuous improvement.
Desirable:
•Experience in a Security Operations Centre (SOC) or managed security services environment.
•Knowledge of Microsoft Security technologies, Microsoft Sentinel, Defender XDR, Azure or Palo Alto solutions.
•Familiarity with regulatory frameworks such as NIS2, DORA, GDPR or ISO 27001.
•ITIL Foundation or other service management certifications.
Others:
