Service Delivery Manager

Position Overview

The Cybersecurity Service Delivery Manager / Project Manager is responsible for ensuring the successful delivery, governance, and continuous improvement of cybersecurity services and projects. The role acts as a key interface between customers, cybersecurity teams, technical stakeholders, and management.

The position combines service delivery management, project management, customer relationship management, operational governance, and cybersecurity expertise to ensure that contracted services are delivered according to agreed Service Level Agreements (SLAs), quality standards, timelines, and business expectations.

Key Responsibilities

Service Delivery Management

• Act as the primary point of contact for customers regarding cybersecurity service delivery.
• Ensure cybersecurity services are delivered in accordance with contractual commitments, SLAs, KPIs, and agreed service levels.
• Monitor service performance and identify deviations, risks, and improvement opportunities.
• Coordinate operational activities across SOC, CSIRT, SIEM, vulnerability management, threat intelligence, and other cybersecurity teams.
• Ensure timely follow-up and resolution of incidents, service issues, and customer escalations.
• Prepare and lead regular service reviews and operational governance meetings with customers.
• Consolidate service KPIs, performance indicators, highlights, risks, and points of attention for management reporting.
• Drive continuous improvement initiatives to increase service quality, efficiency, and customer satisfaction.

Cybersecurity Project Management

• Plan, coordinate, and manage cybersecurity projects from initiation through completion.
• Define project scope, objectives, deliverables, milestones, resources, dependencies, and timelines.
• Coordinate internal and external stakeholders throughout the project lifecycle.
• Manage project risks, issues, actions, dependencies, and change requests.
• Ensure projects are delivered on time, within scope, and according to agreed quality standards.
• Establish project governance and reporting mechanisms.
• Prepare project status reports and communicate progress to customers and management.
• Coordinate technical teams during cybersecurity implementations, migrations, upgrades, and transformation projects.

Customer & Stakeholder Management

• Develop and maintain strong relationships with customers and key stakeholders.
• Understand customer requirements, expectations, priorities, and business objectives.
• Act as an escalation point for service delivery and project-related matters.
• Communicate complex cybersecurity topics clearly to both technical and non-technical audiences.
• Manage customer expectations and ensure transparency regarding service performance, risks, and challenges.
• Identify opportunities to improve the customer experience and expand cybersecurity services where relevant.

Governance, Reporting & Continuous Improvement

• Define and maintain service delivery standards, processes, templates, and workflows.
• Develop dashboards and reporting mechanisms to monitor cybersecurity service performance.
• Track KPIs, SLAs, operational metrics, project milestones, and service quality indicators.
• Identify recurring issues and implement corrective and preventive actions.
• Lead service improvement initiatives and process optimization.
• Ensure appropriate documentation of processes, procedures, decisions, and lessons learned.
• Contribute to the development and standardization of cybersecurity service delivery practices.

Key Deliverables

• Service Level Agreement and KPI monitoring
• Monthly / quarterly service reports
• Customer service review presentations
• Project plans and project status reports
• Risk and issue registers
• Action and decision logs
• Cybersecurity dashboards
• Continuous improvement plans
• Service governance documentation
• Project closure and lessons-learned reports

Required Skills & Experience

Professional Experience

• 3+ years of experience in Service Delivery, Project Management, IT Service Management, or Cybersecurity.
• Experience managing (cybersecurity) services in an enterprise environment.
• Experience coordinating technical and cross-functional teams.
• Proven experience in customer-facing roles and stakeholder management.
• Experience managing multiple projects and priorities simultaneously.
• Experience with SLAs, KPIs, service reporting, and operational governance.

Cybersecurity Knowledge is a plus

• Knowledge of IT security practices, including identity and access management, vulnerability management, network and operating system security, and application security
• Competence in cryptography and data security
• Knowledge of information security standards and regulations
• Experience in detecting and responding to information security incidents, including compliance management and conducting information security audit

Project Management Skills

• Strong project planning and coordination skills.
• Ability to manage scope, schedule, risks, dependencies, resources, and deliverables.
• Strong organizational and problem-solving skills.
• Ability to manage complex projects involving multiple technical teams and stakeholders.
• Knowledge of Agile, Waterfall, or hybrid project management methodologies.

Soft Skills

• Strong customer and stakeholder management skills.
• Excellent communication and presentation skills.
• Strong analytical and problem-solving capabilities.
• Ability to work under pressure and manage competing priorities.
• Strong leadership and coordination skills.
• Proactive and solution-oriented mindset.
• Ability to translate technical cybersecurity topics into business-oriented language.
• Strong sense of ownership and accountability.

Education & Certifications

• Bachelor's or Master's degree in Computer Science, Information Technology, Cybersecurity, or a related field is preferred.
• Relevant professional experience may be considered equivalent to formal education.
• Project management certifications such as PMP, PRINCE2, or Agile/Scrum are a plus.
• IT service management certifications such as ITIL are a plus.

Languages

• Fluent French & English are required.