Service Delivery Manager

Quorum Cyber Edinburgh United Kingdom Project Management
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Company Description

At Quorum Cyber we help good people win. Founded in Edinburgh in 2016, we are one of the fastest growing cyber security companies in the UK with over 150 customers on four continents. Our mission is to help good people win and we do this by defending teams and organisations across the world and all industry sectors against the rising threat of cyber-attacks, enabling them to thrive in an increasingly hostile, unpredictable and fast-changing digital landscape.

As a Microsoft Solutions Partner for Security and member of the Microsoft Intelligent Security Association (MISA, in 2022 we were the first cyber security company headquartered in the UK, and one of the first few worldwide, to be verified by Microsoft for our Managed Extended Detection and Response (XDR) service.

In 2023 we were named as a National Cyber Security Centre (NCSC) Assured Service Provider for the NCSC Cyber Incident Response (CIR) Level 2 scheme.

We are proud winners of the Scottish Cyber Awards and Digital Technology Awards for our innovative, in-house built services and in 2022 we were s1jobs Recruitment Awards 2023 Winners for Best Creative Idea


Do you want to be the difference between a bad day and a good day?

That’s what we do at Quorum Cyber. We fight the bullies, and we help good people win. Founded in Edinburgh in 2016, we are a fast-growing team of passionate people providing cyber security services to organisations worldwide.

We currently have an opportunity for an exceptional individual to join our Service Delivery Management Team

In This Role You Will -:

  • Provide a single, highly responsive point of contact for clients throughout our engagements (delivering both projects and services).
  • Assist with the onboarding of new clients
  • Liaise with clients on upcoming, current and recently completed engagements
  • Ensure client engagements run smoothly to schedule and on budget
  • Co-ordinate the various internal teams involved in the delivery process
  • Pro-actively identify and troubleshoot project / delivery issues
  • Accept services into BAU ensuring all project artefacts have been shared with the relevant audience
  • Prepare and present accurate reports on quality and performance of service(s) against targets (SLAs and OLAs).
  • Identify and resolve issues of potential conflict, both internal and external to the company, during the service delivery process and instigate mitigation for future conflicts.
  • Collaborate on product, process and service improvements, including:
  • Provide feedback and collaborate with Account Managers, Solution Managers and Delivery teams to improve our products and services / service offerings
  • Work with Service Owners / Solution Managers to maintain and contribute to Service Improvement Plans as part of continual service improvement
  • Refine, adapt and improve existing delivery processes to ensure the best outcomes for our clients
  • Establish and align policies, procedures, standards and frameworks to business need


What We Need You to Have -:

· Cyber Security Knowledge

· Excellent communication skills

· Thinking clearly under pressure

· Analytical skills / Problem-solving

· Focus on detail

· Customer centricity

· Ability to build effective relationships (with both clients and internal teams)

Expertise Preferred -:

  • Strong organisational and project management skills - ideally, Project Management qualifications such as PRINCE2 (or Agile) - and a working understanding of the ITIL framework (ITIL qualifications would be a bonus)
  • Experience of co-ordinating IT projects
  • Experience of working in a Cyber Security environment would be advantageous
  • Excellent communication skills (written, oral and presentations)
  • Strong interpersonal skills and ability to build effective relationships with clients and internal teams
  • A strong focus on client-results and attention to detail
  • Proven experience of developing and maintaining client relationships
  • Drive and ability to work both flexibly and autonomously, managing your own workload
  • To be confident at making important decisions on a daily basis - but will escalate as required
  • Excellent analytical and problem-solving skills
  • Ability to think clearly under pressure and work in a rapidly changing environment, often with tight deadlines
  • Understanding of Information Security and ability to communicate to clients a commercial understanding of their security and business obligations
  • Great general IT skills: Proficient in MS Office products (Excel, Word, PowerPoint. Project, etc) and experience of Resource Management tools would be a bonus
  • A positive, professional, ‘can do’ and results-oriented attitude with the ability to meet operational and client needs.

Other information

You Will Know You Have Done A Great Job When -:

  • We have delivered what you said we were going to.
  • You get great feedback from colleagues and customers for the quality and timeliness of your work.
  • You have maintained great quality documentation that provides auditable records of what was done, when and why.
  • You have been efficient at deconflicting any issues, internal or external.
  • You have done the right thing and acted with integrity.

What We Give You -:

You will get an excellent salary, with world class benefits (private health, unlimited holidays, flexible working). As leading-edge technology company you will have access to the latest technology, and an environment that will encourage and nurture your curiosity. We are passionate about your learning and you will be empowered to advance your skills and expertise.