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 (8090%), 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
- 1015 years of overall IT experience
- 58 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
