Service Delivery Manager - IT Infrastructure & Security

Overview

Fortuna CySec is seeking a strategic and client-centric Service Delivery Manager, inspired by the client-focused excellence of professional services firms. In this high-impact role, you will serve as a trusted advisor to clients, driving adoption, value realization, and strategic alignment of Fortuna CySec’s cybersecurity platform “thefense”, MDR, and Managed Services.

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.

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.

Qualifications

• 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.
• Working knowledge of HIPAA, SOC 2, ISO 27001, and NIST CSF frameworks.
• 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

Career Path

Service Delivery Manager role serves as a bridge between technical teams and clients. Successful individuals may explore opportunities in client management, and cybersecurity consulting, or move into leadership roles within service delivery management.

Join our team and be at the forefront of delivering exceptional cybersecurity services, ensuring our clients' security needs are met with excellence and customer satisfaction is maintained at the highest level.