Service Delivery Manager (SC)

Key Responsibilities

• Lead the development and implementation of security service delivery processes, operating models and governance frameworks.
• Engage with application owners, security teams, service owners and key stakeholders to assess onboarding requirements and ensure successful integration of security capabilities.
• Design and implement onboarding workflows, operational processes and clear roles and responsibilities (RACI).
• Develop effective business strategies, transformation plans and communication approaches to support the adoption of new security standards and services.
• Define reporting requirements, management information (MI) and service performance measures, working closely with technical subject matter experts.
• Establish Operational Readiness Review (ORR) processes and ensure appropriate support models are in place.
• Support the transition of security capabilities from project delivery into BAU operations, ensuring operational readiness and service continuity.
• Implement standardised processes for both new projects and ongoing BAU change activities.
• Collaborate with stakeholders to identify opportunities to improve Joiner, Mover and Leaver (JML) processes, Role-Based Access Control (RBAC), access certification and identity governance.
• Build strong relationships across technical, operational and senior management teams to drive engagement, collaboration and successful delivery.

Essential Skills & Experience

• Minimum 5 years' experience in service delivery, service management or transformation within identity, access management or cybersecurity environments.
• Proven experience delivering security-related services, particularly within IAM, PAM or Identity Governance and Administration (IGA).
• Strong understanding of identity lifecycle management, including JML processes, RBAC, access certification and privileged access management.
• Experience designing and implementing operating models, workflows, governance processes and BAU support arrangements.
• Demonstrable experience transitioning security services from project implementation into operational support.
• Experience defining service reporting, management information, operational metrics and performance requirements.
• Strong stakeholder engagement and relationship management skills, with the ability to influence individuals at all levels of an organisation.
• Excellent communication, planning, problem-solving and organisational skills.
• Ability to work collaboratively with technical SMEs, application owners, security teams and service operations.
• Proven ability to manage change, drive process improvements and deliver outcomes in complex environments.

• Experience working within large-scale enterprise security transformation programmes.
• Knowledge of ITIL service management principles and best practices.
• Familiarity with IAM, PAM and IGA platforms and associated governance frameworks.
• Experience working in highly regulated or security-sensitive environments.
• Understanding of operational readiness assessments, service transition and change management methodologies.
• Due to the nature of the client, it would be an advantage for candidates to hold, or be eligible and willing to undergo, a certain level of security clearance (SC).