Service Delivery Lead

Each one of our collaborators works with different teams and colleagues around the world, in the design and commercialization of software. We look forward to having you as part of our team in the role of Service Delivery Lead, coordinating the delivery of an AI-enabled cybersecurity service across security operations and engineering resources. This role owns SLAs, KPIs, escalations, and reporting, ensuring the different security capabilities operate as one coordinated service, while supporting an operating model that evolves from shared and fractional capacity toward dedicated resources and pods.

Key Responsibilities

• Own and coordinate SLAs and KPIs associated with cybersecurity service delivery.


• Manage service escalations, coordinating the appropriate technical resources for each case.


• Prepare and manage service reporting to track performance and delivery quality.


• Coordinate activities across Security Operations and specialized engineering resources, including L2, L3, Cloud Security, Detection & Automation, and Offensive Security.


• Support communication and coordination across multiple customer environments.


• Help manage the delivery model as resources operate in shared or fractional capacities, supporting the transition toward dedicated resources and pods as customer volume increases.


• Coordinate service delivery requirements as the operation evolves toward 24x7 coverage.

Required Skills & Experience

• Experience in Cybersecurity Service Delivery, Security Operations, or a related service management discipline.


• Experience managing SLAs, KPIs, and service escalations.


• Experience coordinating technical engineering resources across multiple disciplines.


• Experience preparing and managing service reporting.


• Strong communication and coordination skills, with the ability to align multiple cybersecurity disciplines within a single service.


• Ability to work within shared, fractional, dedicated, and pod-based delivery models.


• Advanced English proficiency, required for communication with international customer teams.

Nice to Have

• ITIL certification or experience with service management frameworks.


• Project or program management certification (e.g., PMP).


• Experience working within Managed Security Service Provider (MSSP) or similar service delivery environments.

What do we offer?

✅ Competitive salary and benefits.

✅ International and innovation-driven environment.

✅ Opportunity to help shape a growing, AI-enabled cybersecurity service delivery model.