US
Upwind SecurityField Marketing Manager, West Coast
Field Marketing Manager executing regional field marketing programs for Upwind Security to enhance brand presence and drive pipeline growth.
About the role
- We’re looking for a Service Delivery Manager to take ownership of delivering high-quality services across a portfolio of managed service customers, with a strong focus on cyber security.
- You’ll play a key role in ensuring our services, from threat detection and monitoring through to wider IT service operations, are delivered to a high standard, fulfil contractual commitments and drive continual improvement.
- You’ll act as the voice of the customer within the business, making sure their needs are understood, expectations are exceeded, and the value we deliver is clear and measurable.
- You’ll build trusted relationships, translate complex service data into meaningful insights, and work across teams to continually evolve how we deliver.
- This is a hands-on role for someone with experience managing customer-facing services, ideally within a SOC or cyber security operations environment, and is ready to take ownership of delivering service excellence across multiple accounts.
Requirements
- Own the customer relationship from a service perspective, building trust and ensuring services deliver what’s promised.
- Deliver regular service reviews, presenting performance insights, SLAs, and improvement plans in a way that’s clear and meaningful.
- Oversee service performance for assigned customers, ensuring delivery activities remain on track and aligned with expectations.
- Monitor and report on service performance, identifying trends, risks, and opportunities for continuous improvement.
- Manage escalations effectively, keeping customers updated, coordinating internal responses, and ensuring follow-through on root causes.
- Support onboarding and service transition for new customers or services, ensuring readiness and handover into BAU support.
- Work with engineering, SOC, and project teams to drive continuous improvement and align delivery with customer needs.
- Help customers get the most from our services, including platforms such as Rapid7, Microsoft Defender, and other SIEM tools.
- Contribute to reporting and analysis, including SLAs, threat detection trends, vulnerability findings, and investigation outcomes.
- Stay aware of cyber security developments, including emerging threats, attacker techniques, and industry best practices, bringing that insight back into the service.
- Act as a customer advocate, ensuring expectations are understood internally, risks are communicated early, and actions are taken to maintain trust and service quality.
Benefits
- Join us, and your benefits and perks will include private healthcare,
- Medicash cashback,
- life assurance,
- workplace pension,
- cycle to work scheme,
- access to our employee assistance programme,
- savings discount,
- 20% EE discount that extends to your family and friends,
- a birthday gift voucher and day off,
- plus more.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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