Senior Service Delivery Manager

NCC Group is hiring a Senior Service Delivery Manager. Level rates it ; you can apply on NCC Group.

Level's read on this job

Little AI ●○○○ is how Level rates this role: aI is not part of the work.
Level classifies it as a senior role.
Level lists 88 other open roles at NCC Group.
The role was posted in the last few days.

AI in this role

We are a global community of highly talented individuals working together to create a safer future, driven by our mission to make society more secure. Together, we make this mission possible.

We are looking to strengthen our team with new Service Delivery Managers (SDMs). Do you have a passion for serving customers and helping them use our services to improve their cybersecurity? If so, join our SDM team and help manage our growing client base alongside your 10 future colleagues.

We are hiring for multiple positions, welcoming candidates with a few years of relevant work experience as well as those with extensive experience.

The Opportunity

In this role, you’ll be responsible for managing a set of customers. You’ll serve as their primary point of contact, holding regular meetings to discuss the quality of our services and explore opportunities to further assist them. Your ultimate goal will be to improve customer satisfaction and increase the value of the contracts we hold with them.

The Team and Our Services
The SDM team is part of the Managed Services department at Fox-IT, which is a division of NCC Group. Our managed services portfolio includes cybersecurity products and services such as network and log monitoring, forensic analysis, incident response, and threat intelligence. The SDM team ensures clients receive these services reliably, consistently, and professionally.

At the heart of our offering is the Security Operations Center (SOC), which monitors and quickly reports on incidents, enabling clients to respond effectively to the increasing number of cyberattacks and incidents. Most of our clients are in the Netherlands, but some may be international. We serve organizations across various sectors, helping them proactively address their cybersecurity challenges.

Key Responsibilities

Building and maintaining productive relationships with your assigned clients.
Increasing the value of the contracts you manage, always with the aim of enhancing clients' cybersecurity.
Conducting various formal and ad-hoc client meetings, such as (onsite) service reviews, addressing service-related inquiries, and managing escalations.
Collaborating closely with the account management team.
Ensuring all delivered services consistently align with contracted SLAs.
Analysing service usage and perceived service value.
Taking responsibility for your clients’ satisfaction.

Skills, Knowledge and Expertise

You have a natural talent for maintaining relationships and enjoy a varied agenda. You are also commercially savvy, identifying opportunities for our sales team to help clients improve their security.
In addition, you have:

A Bachelor’s or Master’s degree.
An affinity for or knowledge of IT and cybersecurity.
A clear vision of client relationship management.
(Possibly) an ITIL Foundation certification.
Experience in a role involving direct customer interaction.
No issues with undergoing thorough screenings/background checks due to the nature of Fox-IT’s work and clients.
A willingness to travel to clients as needed.
Comfortable and confident communication skills in both Dutch and English, written and spoken.

How we rate this

Senior Service Delivery Manager at NCC Group rates 38 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.