SOC Service Delivery Manager

Short company description

BIT SENTINEL is one of the largest cybersecurity providers in Central and Eastern Europe, trusted by organizations across all major industries. Our Security Operations Center (BSS-CERT) delivers comprehensive Managed Security Services, from advanced threat detection and response to robust compliance solutions.

Our strength is forged in offense. Founded by elite ethical hackers, BIT SENTINEL's DNA is rooted in deep expertise in penetration testing, application code review, and incident response. We think like attackers to build a stronger defense.

This offensive mindset powers our BSS-CERT, where our team of certified specialists leverages their expertise to provide proactive, intelligent security. We operate from our Bucharest headquarters with a flexible service model tailored to client needs, including 24/7 monitoring capabilities and on-call SLA-backed support to ensure our clients are protected around the clock.

Overview

The SOC Service Delivery Manager is the critical link between our technical security team and our valued clients. You will be responsible for ensuring the successful delivery of our security services, maintaining exceptional client relationships, and driving our operational performance to meet and exceed expectations. This non-technical/semi-technical role is perfect for an organized, client-focused professional with a strong understanding of cybersecurity concepts and a passion for customer success.

Key Responsibilities

Client Relationship Management: Serve as the primary point of contact for a portfolio of clients, building trust and acting as their advocate within the SOC.

Onboarding: Lead the onboarding process for new clients, ensuring a smooth transition, clear communication, and proper configuration of services.

Service Delivery & Reporting: Conduct regular (e.g., monthly, quarterly) service review meetings with clients to present performance reports, discuss security posture, review significant incidents, and provide strategic advisories.

SLA and KPI Monitoring: Ensure that all contractual obligations and Service Level Agreements (SLAs) are met. Monitor, analyze, and report on internal team Key Performance Indicators (KPIs) like Mean Time to Detect (MTTD) and Mean Time to Respond (MTTR). Assesses the operational performance of the SOC team by monitoring agreed-upon key performance indicators.

Quality Assurance: Act as the voice of the customer, ensuring that the services, reports, and communications from the SOC meet client expectations and quality standards.

Process Improvement: Collaborate with the technical team to refine reporting processes, enhance client communication workflows, and improve the overall service delivery lifecycle.

Escalation Management: Manage client expectations and communications during major security incidents or service disruptions.

Required Qualifications & Skills

3+ years of experience in a client-facing role such as project management, account management, or service delivery, preferably within a cybersecurity or IT services (MSP/MSSP) environment.

Exceptional verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.

Strong organizational skills and the ability to manage multiple clients and priorities simultaneously.

A solid foundational understanding of core cybersecurity concepts (e.g., SIEM, EDR, firewalls, vulnerability management).

Proven ability to build strong professional relationships and deliver a customer-centric experience.

Proficiency with office productivity tools (e.g., Microsoft Office Suite, Google Workspace).

Competitive Advantage

Experience working directly in a SOC or MSSP.

Familiarity with IT Service Management (ITSM) frameworks like ITIL.

Project management certification (e.g., PMP, PRINCE2) or cybersecurity certification (e.g., CompTIA Security+, CySA+).

Knowledge of cybersecurity standards related to incident response, such as NIST SP800-61r1, SP800-61r2, SANS PICERL, etc.

Experience in operationalizing and developing SOC-specific processes (procedures, work instructions, etc.).

Benefits package

Flexible Hybrid Work: Balance your professional and personal life with a flexible schedule that combines the best of remote work and in-office collaboration.

Comprehensive Health & Wellness: Your well-being is our priority. We provide private medical insurance for you and a family member, supplemented with daily meal tickets.

Dedicated Growth Budget: We invest in your expertise. You'll receive a generous annual budget for professional development, including industry-leading certifications and specialized training tailored to your career goals.

Impactful Career Trajectory: This isn't just a job; it's a career path. As a key member of a growing, dynamic organization, you'll work on a diverse portfolio of clients and have a clear runway for future advancement.

Competitive Compensation & Rewards: We believe in recognizing great work. You'll receive an attractive salary, a transparent performance-based bonus scheme, and regular incentives like gift vouchers.

A Supportive & Collaborative Culture: Join a close-knit team of professionals in a friendly environment where your voice is heard. We build our community through fun, seasonal team-building activities that foster strong working relationships.

Other projects that we are proud of

CyberEDU, a spin-off of Bit Sentinel – a next-gen cyber range as a service which is being used to host UNbreakable Romania, the National Cyber Security Olympics and the Romanian Cyber Security Challenge, while providing hands-on training and labs for Universities & Companies

We deliver incident response, trainings and exercises and preparedness services for European Union Agency for Cybersecurity under Cybersecurity Support Action

Phish Enterprise, a spin-off of Bit Sentinel – empower employees with cybersecurity training and phishing simulations to defend against cyber threats

Participating in CYRESRANGE: Cyber Ranges Resiliency Networks

Participating in ECYBRIDGE: strengthening synergies in defence and civilian cybersecurity

Participated in RESISTO project: an innovative solution for Communication Critical Infrastructures holistic situation awareness and enhanced resilience

Technical coordinator for the National Phase & Selection of National Teams of European Cyber Security Challenge, one of the most important cybersecurity competitions from Europe