Security Service Delivery Manager

About this role

We are expanding our Security & Network Operations Center and looking for a Junior Security Service Delivery Manager to support our Senior/Lead SDMs in running cybersecurity services for our customers.

This is a service- and coordination-focused role (not a hands-on technical engineering position). You will work closely with SOC, MDR, Threat Hunting, CTI, and engineering teams to make sure services are delivered on time, with high quality and clear communication.

Key responsibilities

As a Junior SDM, you will support a Senior/Lead SDM in:

Service delivery & quality

• Coordinating day-to-day delivery of cybersecurity services for assigned customers

• Monitoring SLAs/KPIs and tracking service performance

• Following up on issues, escalations and improvement actions

• Maintaining service documentation, runbooks and operational calendars

Customer communication & relationship

• Managing operational communication via ITSM, e-mail, MS Teams and regular calls

• Preparing and running recurring status meetings and service review committees (agenda, minutes, action tracking)

• Supporting development of strong, trust-based relationships with customers

Incidents, changes & onboarding

• Assisting in coordination of critical incidents and customer escalations

• Participating in post-incident reviews and tracking agreed actions

• Supporting onboarding of new customers and new services/modules into SOC/MDR

Reporting & continual improvement

• Preparing regular service and KPI reports for customers and internal stakeholders

• Contributing to Continual Service Improvement (CSI) initiatives and suggesting process improvements

  
  

Note: This role does not require hands-on technical work in security tools, but you will work very closely with technical teams and cybersecurity experts every day.

Requirements

Must-have

• Excellent organisation and time-management skills

• Strong written and verbal communication skills

• Proactive, self-driven attitude and sense of ownership

• Ability to work with sensitive and sometimes confidential information

• Fluent English (written and spoken)

• Confidence in working with documents, spreadsheets and presentations (e.g. MS 365)

  
  

Nice to have (not mandatory)

• First experience in IT service management, IT support, PMO or coordination in a large or diverse environment

• Experience in building and maintaining customer relationships

• Basic knowledge of ITIL processes and the service lifecycle

• Understanding of SLAs, service quality, availability and CSI concepts

• Awareness of incident / change / problem / risk management

• Experience with ITSM platforms (e.g. ServiceNow), Confluence or Jira

• ITIL Foundation certificate or willingness to obtain it

• Interest in cybersecurity, SOC/MDR or service governance

What we offer

• The opportunity to work with experienced SOC, MDR, Threat Hunting and CTI teams on real-life cybersecurity services

• A clear development path towards a full Security Service Delivery Manager role

• Access to modern tools, methodologies and best practices in service management and cybersecurity operations

• Support in obtaining relevant certifications (e.g. ITIL, project management, cybersecurity)

• A dynamic, international environment where your work directly impacts the quality and perception of our services