Service Delivery Manager

Description

Fortuna CySec is a global cybersecurity company committed to helping organizations protect their digital assets and achieve strategic business outcomes through its cutting-edge cybersecurity platform “thefense,” industry-leading Managed Detection and Response (MDR) services, and tailored Managed Services.

Key Responsibilities

• Own the end-to-end service delivery lifecycle for IT infrastructure and cybersecurity services.
• Ensure MDR services meet SLAs, KPIs, and contractual obligations.
• Lead onboarding, transition planning, and steady-state service management.
• Conduct client QBRs and operational performance meetings.
• Present service health reports and security posture updates.
• Lead and mentor field service engineers.
• Act as technical escalation point for complex infrastructure and security issues.
• Oversee deployment and configuration of thefense unified platform and security stack.
• Support compliance frameworks including HIPAA, SOC 2, NIST CSF, FERPA, and PCI-DSS.

Requirements

• 10+ years of experience delivering and managing IT infrastructure and security services.
• Experience in MSP, MSSP, or MDR environments preferred.
• Experience in VMware vSphere / ESXi / vCenter.
• Experience working with Firewalls & Switches.
• Experience with Windows & Linux servers, networking fundamentals, and endpoint security.
• Knowledge of backup, disaster recovery, monitoring, and patch management tools.
• Experience with ITSM tools such as ConnectWise or ServiceNow.
• Strong leadership, communication, and client management skills.
• Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience).
• Preferred Certifications: CompTIA Security+, CISSP, or CISM, VMware Certified Professional (VCP), Microsoft Certifications (MCSA, MCSE, or equivalent), ITIL Foundation or higher.

Key Success Metrics

• SLA adherence across client portfolio.
• Client satisfaction and retention rates.
• Incident resolution time improvements.
• Security posture enhancements.
• Successful audit and compliance support outcomes.

About the Role

The ideal candidate has 10+ years of experience managing IT infrastructure in a multi-client environment, with deep expertise in VMware, server management, security, and compliance frameworks. This role also involves managing a team of field service engineers, serving as a technical escalation point, and ensuring high levels of customer satisfaction and service quality.

Company Overview

Fortuna CySec is a global cybersecurity company dedicated to empowering organizations to thrive in a threat-laden digital world. Our cutting-edge cybersecurity platform “thefense,” industry-leading Managed Detection and Response (MDR) services, and tailored Managed Services deliver proactive protection and operational resilience. At Fortuna CySec, we combine advanced threat intelligence, AI-driven analytics, and expert-led services to safeguard our clients’ digital assets and drive strategic business outcomes.

Equal Opportunity Employer

Fortuna CySec is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.