Service Manager (Managed Detection and Response)
Acronis
You will be responsible for the reliability and quality of our MDR service by defining and governing SLAs/SLOs, operating an error‑budget policy to balance change velocity with stability, and publishing transparent service health. You will communicate daily with Product/TPM and Engineering to translate service objectives into technical work, partner with the MDR Operations Lead to align runbooks and staffing, coordinate between the technical team and clients during onboarding, incidents, and change
WHAT YOU'LL DO
Own incident, problem, and change management end‑to‑end: keep the team prepared, run major‑incident bridges, complete blameless post‑incident reviews with tracked actions, and minimize risk while maintaining delivery velocity.
Coordinate between the technical team and clients for onboarding, integrations, change windows, and incident communications; ensure expectations, actions, and timelines are clear and documented.
Conduct or co‑lead strategic reviews (e.g., quarterly business reviews) with partners and key customers; present service health, ROI, roadmap alignment, and improvement plans.
Recommend relevant Acronis portfolio capabilities that address discovered gaps and create adoption plans that improve outcomes and strengthen partnership with Acronis.
Provide structured feedback from customers to Product Management and MDR leadership (voice‑of‑customer loop) to influence roadmap, prioritization, and service design.
Maintain current, auditable MDR runbooks and operational policies; gate customer onboarding and platform changes with acceptance criteria that protect SLAs/SLOs.
Publish and improve service KPIs (e.g., MTTD, MTTR, SLA attainment, false‑positive rate); establish a weekly/monthly stakeholder reporting cadence and drive corrective actions.
Align the service with compliance expectations (e.g., evidence for audits) and a service‑management‑system approach; drive continual improvement.
WHO WE’RE LOOKING FOR
6–10+ years in service management for mission‑critical SaaS/SecOps, including 3+ years in or adjacent to SOC/MDR operations.
Strong incident‑management track record (major‑incident leadership and post‑incident reviews) aligned to recognized guidance.
Experience coordinating customer‑facing reviews (e.g., QBRs/strategic reviews) and translating business goals into service priorities and roadmaps.
Demonstrated ability to assess security posture using established frameworks (e.g., NIST CSF, CIS Controls) and to convert findings into remediation plans and measurable outcomes.
Commercial awareness to responsibly recommend platform capabilities that improve security outcomes and deepen customer adoption.
Working knowledge of ITIL practices (incident, problem, change, service level, continual improvement); ITIL 4 certification is a plus.
Data literacy for SOC KPIs and dashboards (e.g., MTTD/MTTR, false‑positive rate) and familiarity with observability/monitoring signals.
Familiarity with SOC tooling (SIEM/EDR/SOAR/case management) and ticketing platforms (e.g., Jira/ServiceNow).
Excellent stakeholder management and crisp written/oral communication across technical and executive audiences.
*Please submit your resume and application in English
WHO WE ARE
A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses.
Our corporate culture is focused on making a positive impact on the lives of each employee and the communities we serve. Mutual trust, respect and belief that we can contribute to the world everyday are the cornerstones of our team. Each member of our “A-Team” plays an instrumental role in driving the success of our innovative and expanding business. We seek individuals who excel in dynamic, global environments and have a never give up attitude, contributing to our collective growth and impact.
OUR INTERVIEW PRACTICES
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process.
Use of AI-generated responses or third-party support during live interviews may be grounds for disqualification from the recruitment process and a full criminal, education and identification background check is required for all new hires.
Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.