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Pioneers in Cybersecurity as a Service and AI driven Cybersecurity Platform

At StickmanCyber, our mission is more than a commitment – it's a guiding light: "We do everything in our power to protect our customers from cyber threats" 

Established in 2006, we've carved a niche in the cybersecurity landscape, demonstrating a remarkable business growth. Our success story is built on a foundation of trust and commitment that the staff at StickmanCyber have created with our clientele, which includes several prestigious public listed companies. 

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Cyber Navigator - Service Delivery Manager

India |  Remote

The Service Delivery Manager (SDM) is the primary point of contact between StickmanCyber and its clients. This role owns the client relationship, delivery outcomes, and overall account health across all assigned engagements. The SDM ensures that services are delivered on time, within scope, and within budget — while proactively managing risks, escalations, and client satisfaction. This role works closely with the Delivery Operations Specialist and internal competency teams to drive positive outcomes for every client.

What You'll Do

Client Relationship Management

  • Serve as the primary liaison between clients and internal teams.
  • Build and maintain trusted, long-term relationships with key client stakeholders.
  • Develop a thorough understanding of each client's organisation, business processes, priorities, culture, and pain points.

Governance & Meetings

  • Run kick-off meetings, monthly governance meetings, and quarterly business reviews (QBRs) with clients. Conduct quarterly internal review meetings with the Account Manager to maintain transparency on account health.

Reporting & Communication

  • For all clients on their reporting format, content, and frequency (executive summaries, board-level reports, detailed governance packs, meeting minutes).
  • Produce and present reports using StickmanCyber-approved templates.
  • Ensure supporting teams understand their responsibilities for contributing to client and internal reports. Prioritise quality over quantity.

Project Delivery

  • Oversee end-to-end delivery across all assigned client engagements.
  • Maintain a detailed project plans tracking progress, risks, milestones, scope, schedule, and costs.
  • Ensure all projects are delivered on time, within scope, and within budget.
  • Track and formally manage any changes to project scope, schedule, or costs via the CR process in collaboration with the team.
  • Monitor and manage service delivery metrics including response times, issue resolution rates, and client satisfaction scores.
  • Flag delivery risks proactively before they become client-facing issues.

Escalation Management

  • Act as the escalation owner for all client issues. Triage, manage, and resolve escalations within defined SLAs. Report and escalate to the managers as needed, with clear context, impact assessment, and recommended resolution.

Resource & Team Coordination

  • Work closely with internal competency teams (Technical, Compliance, SOC, etc.) to ensure positive delivery outcomes. Coordinate with the Head of Delivery on resource availability and allocation across projects. Assist teams in prioritising tasks where required to maintain delivery momentum.

Client Feedback & NPS

  • Drive NPS scoring and structured client feedback collection at defined intervals. Work with the client's success function to gather testimonials and case study opportunities. Use feedback to identify service improvement areas and share insights with the manager.

Account Management

  • Lead regular service review meetings to discuss performance, receive feedback, and identify growth or improvement opportunities.
  • Flag upsell and cross-sell signals to the Account Manager during QBRs and governance meetings.
  • Define a structured offboarding workflow to ensure clean exits, final billing accuracy, and relationship preservation for future re-engagement.
  • Maintain a live stakeholder map per client (decision-makers, sponsors) to reduce relationship risk during client-side personnel changes.

What We're Looking For

  • Bachelor’s degree in business management/IT, Computer Science, or a related field.
  • 4-7 years of experience in client delivery management.
  • IT project management experience.
  • Solid understanding of business cases and risk management.
  • Strong communication and leadership skills.
  • Client-facing, client relationship & delivery focused.
  • Strong problem-solving and decision-making skills.
  • Ability to work independently and as part of a team.

Responsibilities:

  • Serve as the primary liaison between clients and internal teams.

  • Build and maintain trusted, long-term relationships with key client stakeholders.
  • Develop a thorough understanding of each client's organisation, business processes, priorities, culture, and pain points.

  • Run kick-off meetings, monthly governance meetings, and quarterly business reviews (QBRs) with clients. Conduct quarterly internal review meetings with the Account Manager to maintain transparency on account health.

  • For all clients on their reporting format, content, and frequency (executive summaries, board-level reports, detailed governance packs, meeting minutes).

  • Produce and present reports using StickmanCyber-approved templates.
  • Ensure supporting teams understand their responsibilities for contributing to client and internal reports. Prioritise quality over quantity.

  • Oversee end-to-end delivery across all assigned client engagements.

  • Maintain a detailed project plans tracking progress, risks, milestones, scope, schedule, and costs.
  • Ensure all projects are delivered on time, within scope, and within budget.
  • Track and formally manage any changes to project scope, schedule, or costs via the CR process in collaboration with the team.
  • Monitor and manage service delivery metrics including response times, issue resolution rates, and client satisfaction scores.
  • Flag delivery risks proactively before they become client-facing issues.

  • Act as the escalation owner for all client issues. Triage, manage, and resolve escalations within defined SLAs. Report and escalate to the managers as needed, with clear context, impact assessment, and recommended resolution.

  • Work closely with internal competency teams (Technical, Compliance, SOC, etc.) to ensure positive delivery outcomes. Coordinate with the Head of Delivery on resource availability and allocation across projects. Assist teams in prioritising tasks where required to maintain delivery momentum.

  • Drive NPS scoring and structured client feedback collection at defined intervals. Work with the client's success function to gather testimonials and case study opportunities. Use feedback to identify service improvement areas and share insights with the manager.

  • Lead regular service review meetings to discuss performance, receive feedback, and identify growth or improvement opportunities.

  • Flag upsell and cross-sell signals to the Account Manager during QBRs and governance meetings.
  • Define a structured offboarding workflow to ensure clean exits, final billing accuracy, and relationship preservation for future re-engagement.
  • Maintain a live stakeholder map per client (decision-makers, sponsors) to reduce relationship risk during client-side personnel changes.
  • Bachelor’s degree in business management/IT, Computer Science, or a related field.
  • 4-7 years of experience in client delivery management.
  • IT project management experience.
  • Solid understanding of business cases and risk management.
  • Strong communication and leadership skills.
  • Client-facing, client relationship & delivery focused.
  • Strong problem-solving and decision-making skills.
  • Ability to work independently and as part of a team.

Join StickmanCyber

We have: 


No Investors, No Debt, No Greed 


No Inflated Valuations, No Unrealistic Targets 


Just Pure, Uncomplicated Commitment 
 


We are accountable only to our staff and clients. This unique focus sets us apart. 
 


We're not just running a business; we're nurturing a philosophy. Every day, we're committed to ensuring the security of our customers and the welfare of our staff. Growth is not our primary goal; our aim is to maintain fairness in pricing, pay our staff well, and reinvest profits for our staff training, new technology, innovations that is targeted for our customers' success. 
 


We pride ourselves on being the trailblazers in the Cybersecurity as a Service (CSaaS) domain, a testament to our innovative spirit and commitment to excellence. Our business model not only generates robust recurring revenue but also ensures profitability, showcasing our operational strength and market resilience. 
 


Our most ambitious project yet is the development of an industry-first AI-based Cybersecurity platform. This cutting-edge technology is a game-changer, poised to revolutionize how we safeguard businesses from cyber threats. By joining our team, you'll be at the forefront of this exciting venture, leveraging AI to enhance our capabilities and deliver unparalleled protection to our clients. 
 


We're looking for passionate individuals who are eager to contribute to a larger global cybersecurity product/platform company. If you're driven by innovation, excellence, and a desire to make a significant impact in the cybersecurity world, StickmanCyber is your destination.