Security Consultant-Infrastructure Security

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. In this role, you’ll partner with leading organizations across industries to shape their hybrid cloud and AI strategies. Backed by strategic partners, robust IBM technology, and Red Hat, you’ll have the capabilities to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity is a key driver of success—you’ll be encouraged to challenge conventions, explore new ideas, and build innovative solutions that deliver tangible outcomes. Our growth and empathy-focused culture supports your long-term career development while recognizing the value of your unique skills and experiences.

Your Role And Responsibilities

The Security Service Delivery Manager is accountable for end-to-end delivery, governance, performance management, and continuous improvement of cybersecurity managed services for enterprise and BFSI customers.

You will serve as the primary operational link between customers and security delivery teams, ensuring contracted services are delivered against agreed SLA, KPI, quality, security, and compliance expectations.

The scope of oversight includes services such as SOC, SIEM, SOAR, XDR/EDR, Incident Response, Threat Intelligence, Threat Hunting, Vulnerability Management, and Security Engineering.

Key Responsibilities

• Security Service Delivery
• Own end-to-end delivery of cybersecurity managed services for assigned customers.
• Ensure all services are delivered within agreed SLA, KPI, OLA, and contractual commitments.
• Set up service governance, operating processes, and escalation mechanisms.
• Monitor service availability, service quality, and operational performance.
• Detect service gaps and drive corrective and preventive actions.
• Ensure effective coordination across SOC, engineering, incident response, and customer teams.
• Manage service transition and onboarding of new customers.
• Customer Relationship Management
• Act as the primary operational contact for customers.
• Build strong relationships with CISO, CIO, IT, SOC, and security stakeholders.
• Conduct regular customer governance meetings.
• Share service performance, security trends, risks, incidents, and improvement initiatives.
• Handle customer escalations and ensure timely resolution.
• Understand customer security requirements and convert them into operational service requirements.
• Drive customer satisfaction and retention.
• Service Governance
• Establish and maintain a structured Service Management Framework.
• Conduct:
• Daily operational reviews
• Weekly service reviews
• Monthly Service Review Meetings
• Quarterly Business Reviews
• Track SLA/KPI performance and service improvement actions.
• Maintain RAID logs that cover risks, assumptions, issues, and dependencies.
• Manage action items and ensure timely closure.
• Ensure governance documentation remains current and audit-ready.
• Incident & Problem Management
• Own service-level management of security incidents.
• Ensure critical incidents are escalated according to defined procedures.
• Coordinate customer communications during P1/P2 incidents.
• Conduct and present Major Incident Reviews / PIRs.
• Track root-cause analysis and corrective actions.
• Lead Problem Management for recurring security and service issues.
• Identify trends and prevent repeat incidents.
• SLA & KPI Management
  
  

Own The Service Performance Dashboard Covering

Category Metrics

SOC Alert & incident volumes

Detection MTTD

Response MTTA / MTTR

Incident SLA compliance

Quality False Positive Rate

SIEM Log-source availability

SIEM Engineering Use cases delivered

SOAR Automation rate

XDR Endpoint coverage

Service Desk Ticket SLA

Availability Platform/service uptime

Customer CSAT

Improvement CSI initiatives

• Identify SLA breaches and drive recovery plans.
• Establish early-warning mechanisms for SLA risks.
• Maintain monthly KPI trends and management reporting.
• Resource & Capacity Management
• Partner with delivery leadership to ensure appropriate staffing.
• Monitor resource utilization and workload.
• Forecast resource requirements based on:
• Customer growth
• Incident volumes
• Log volumes/EPS
• Number of security technologies
• Service scope
• Support hiring, onboarding, and resource ramp-up.
• Ensure suitable L1/L2/L3 and engineering coverage.
• Service Transition & Customer Onboarding
• Lead security-service transition from sales/project teams into BAU operations.
• Define transition plans, milestones, and acceptance criteria.
• Ensure documentation, architecture, access, SOPs, and runbooks are completed.
• Coordinate onboarding of SIEM/XDR/EDR/security data sources.
• Conduct operational readiness reviews.
• Ensure formal handover to BAU teams.
• Continual Service Improvement
• Identify opportunities to enhance service quality, efficiency, and customer experience.
• Drive automation and operational optimization.
• Reduce:
• False positives
• MTTR
• Manual activities
• Recurring incidents
• SLA breaches
• Drive adoption of new security technologies and processes.
• Maintain a formal Continuous Service Improvement (CSI) backlog.
• Compliance & Risk Management
• Ensure services meet applicable regulatory and contractual requirements.
• Support requirements related to:
• RBI
• CERT-In
• ISO 27001
• NIST
• DPDP Act
• Customer-specific security policies
• Coordinate internal and external audits.
• Track compliance gaps and drive remediation.
• Maintain evidence needed for audits and customer assessments.
• Vendor & Third-Party Management
• Coordinate with security technology vendors and third-party service providers.
• Manage vendor escalations.
• Track product/platform support issues.
• Coordinate vendor POCs, upgrades, and technology changes.
• Monitor vendor SLA and service performance.
  
  

Key Deliverables

• Monthly Service Review Report
• Quarterly Business Review
• SOC Performance Dashboard
• SLA/KPI Dashboard
• Security Incident Report
• Major Incident / PIR Report
• Service Improvement Plan
• Capacity & Resource Forecast
• Risk & Issue Register
• Customer Action Tracker
• Service Transition Plan
• Continual Service Improvement Roadmap
  
  

Preferred Education

Master's Degree

Required Technical And Professional Expertise

10–15+ years of experience in IT/Security Service Delivery.

• 5+ years in cybersecurity managed services/MSSP/SOC environments.
• Strong experience managing enterprise security customers.
• Strong understanding of ITIL/service-management processes.
• Experience managing SLAs, KPIs, OLAs and contractual commitments.
• Experience in BFSI/financial-services environments is preferred.
• Experience managing multiple customers and geographically distributed teams.
  
  

Technical Knowledge

Moderate Working Knowledge Of

• SIEM – IBM QRadar, Microsoft Sentinel, Splunk, Google Chronicle
• SOAR – Cortex XSOAR, QRadar SOAR
• XDR/EDR – Cortex XSIAM, CrowdStrike, Microsoft Defender
• Threat Intelligence / TIP
• Incident Response
• Threat Hunting
• Vulnerability Management
• Cloud Security
• Security Analytics
• MITRE ATT&CK
• NIST
• ISO 27001
  
  

Leadership & Behavioural Competencies

• Strong customer relationship management
• Excellent communication and presentation skills
• Executive stakeholder management
• Strong negotiation and escalation-management skills
• Commercial awareness
• Analytical and problem-solving capability
• Strong ownership and accountability
• Crisis and major-incident management
• Ability to manage multiple customers simultaneously
• Strong team leadership and collaboration
• Continuous-improvement mindset
  
  

Preferred Certifications

Preferred technical and professional experience

• ITIL 4 Foundation/Managing Professional
• CISSP
• CISM
• ISO 27001 Lead Auditor/Implementer
• PMP/Prince2
• Vendor-specific security certifications