Service Delivery Specialist

2 days ago

Mandaluyong City, National Capital Region, Philippines Microgenesis Business Systems Full time $40,000 - $60,000 per year

The Service Delivery Specialist (SDS) for the Managed Security Operations Center (MSOC) is responsible for ensuring the consistent and effective delivery of managed security services to clients. Reporting directly to the MSOC Manager, this role serves as the communication bridge between clients and internal SOC teams—ensuring alignment, timely escalation handling, and service improvement initiatives.

The SDS also helps coordinate technical support, monitor service performance, and contribute to workflow optimization, making this an ideal opportunity for early-career professionals ready to step into a leadership-focused coordination role.

Service Management & Delivery

  • Support the delivery of 24x7 MSOC services including alert monitoring, triage, incident response, and client reporting.
  • Monitor adherence to Service Level Agreements (SLAs) and performance indicators.
  • Create and maintain reports that summarize MSOC activities, incident trends, and operational performance.
  • Facilitate coordination between technical teams to ensure timely handling of escalations and service requests.

Client Relationship Management

  • Act as a liaison between internal teams and clients, ensuring alignment on security operations and service expectations.
  • Participate in regular service review meetings, assist in presenting performance metrics, and support client communication.
  • Help capture and refine client feedback to improve service quality.

Process Improvement & Collaboration

  • Collaborate with SOC analysts, engineers, and other internal teams to enhance service delivery processes.
  • Assist in identifying workflow inefficiencies and participate in improvement initiatives.
  • Help document updated procedures and changes to internal delivery standards.

Reporting & Communication

  • Prepare and deliver timely and accurate reports to clients and internal stakeholders.
  • Support client communications by ensuring technical updates and issue resolutions are clearly conveyed.
  • Escalate urgent concerns to the MSOC Manager with proper documentation and follow-through.

Compliance & Support

  • Help ensure MSOC operations are aligned with relevant policies, ISO 27001 standards, and ITIL practices.
  • Participate in internal reviews and support documentation needs for audit readiness.

Qualifications:

Education & Experience

  • Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field.
  • 1 to 3 years of experience in IT service delivery, cybersecurity operations, client support, or a related coordination/analyst role.
  • Prior experience in or exposure to SOC or security operations environments is a plus but not required.

Certifications (preferred but not required)

  • ITIL Foundation (preferred)
  • ISO 27001 training or awareness (optional)
  • CompTIA Security+, SSCP, or other entry-level security certifications are a plus

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