Cyber security service delivery manager (xico)

global soc manager / cyber security service delivery manager

location: monterrey, nuevo león | mexico city | guadalajara | querétaro (hybrid)

employment type: full-time

language requirement: advanced english (mandatory – client facing)

job description

we are seeking an experienced global soc manager / cyber security service delivery manager to lead and oversee global security operations center (soc) services, cybersecurity operations, incident response activities, and security service delivery across enterprise environments. The ideal candidate will have a strong background managing soc operations, cybersecurity teams, security monitoring services, governance, service delivery, stakeholder management, and continuous improvement initiatives. This role requires a strategic leader capable of driving operational excellence while ensuring compliance with security standards, service level agreements, and organizational cybersecurity objectives. The candidate will act as the primary point of contact for clients, executive stakeholders, security leadership teams, and operational teams while ensuring high‑quality delivery of cybersecurity services globally.

key responsibilities

security operations leadership

• lead and manage global security operations center (soc) services across multiple regions and time zones.
• oversee 24x7 security monitoring, threat detection, incident response, and escalation processes.
• ensure operational effectiveness of soc analysts, incident responders, and cybersecurity teams.
• drive continuous improvement initiatives across security operations and service delivery functions.
• develop and implement cybersecurity operational strategies aligned with business objectives.

service delivery management

• own end-to-end cybersecurity service delivery for enterprise customers.
• manage service governance, kpis, slas, olas, and customer satisfaction metrics.
• conduct regular operational reviews with customers and executive stakeholders.
• ensure contractual commitments and service expectations are consistently achieved.
• lead service transition, transformation, and optimization initiatives.

incident & threat management

• oversee major cybersecurity incidents and ensure proper escalation management.
• coordinate cross‑functional response teams during critical security events.
• drive root cause analysis (rca) and corrective action plans following major incidents.
• ensure adherence to incident response procedures and cybersecurity frameworks.

stakeholder & client management

• serve as the primary escalation point for cybersecurity operations and service delivery issues.
• build strong relationships with client leadership, cisos, security teams, and executive stakeholders.
• present operational performance, risk assessments, and security posture updates to leadership.
• collaborate with internal teams to ensure alignment across security, infrastructure, and business functions.

governance, risk & compliance

• ensure compliance with organizational security policies and industry frameworks.
• support audit activities and regulatory compliance requirements.
• drive adherence to security standards such as iso *, nist, cis controls, and related frameworks.
• identify operational risks and implement mitigation strategies.

people leadership

• manage and mentor soc managers, security leads, and cybersecurity analysts.
• drive performance management, workforce planning, career development, and succession planning.
• foster a culture of accountability, collaboration, and operational excellence.

required skills & experience

• 10+ years of experience in cybersecurity, security operations, or information security.
• 5+ years of experience leading soc teams, cybersecurity operations, or security service delivery functions.
• strong experience managing global soc environments and security operations centers.
• proven experience handling cybersecurity incidents, escalations, and crisis management situations.
• strong understanding of siem, soar, edr/xdr, threat intelligence, and security monitoring platforms.
• experience managing service delivery metrics, slas, kpis, governance, and operational reviews.
• excellent stakeholder management and executive communication skills.
• experience leading geographically distributed teams.
• strong understanding of itil service management practices.
• advanced english communication skills (mandatory).

preferred technical expertise

• microsoft sentinel
• splunk
• qradar
• arcsight
• crowdstrike
• defender xdr
• palo alto cortex xdr
• servicenow
• siem & soar platforms
• threat hunting
• vulnerability management
• security incident response
• cloud security (azure, aws, gcp)

preferred certifications

• cissp
• cism
• ccsp
• giac certifications
• iso * lead implementer / lead auditor
• security+
• itil foundation or higher

education

bachelor’s degree in computer science, information technology, cybersecurity, engineering, or related field. Master’s degree preferred.

key skills

• cyber security operations | soc management | security service delivery | incident response | siem | soar | threat detection | threat hunting | vulnerability management | security governance | risk management | iso * | nist | itil | stakeholder management | executive communication | team leadership | microsoft sentinel | splunk | crowdstrike | servicenow | cloud security

why join us?

• opportunity to lead global cybersecurity operations for enterprise clients.
• exposure to large‑scale security transformation programs.
• work with global stakeholders and executive leadership teams.
• career growth within a world‑class technology and cybersecurity organization.
• adaptable work location across monterrey, mexico city, guadalajara, or querétaro.