Service Delivery Manager (m/w/d)

About This RoleAI processing…

Key Responsibilities

• 1
  Oversee the delivery of Managed Detection and Response services to our clients, with a strong focus on the quality and technical relevance of the service provided;
• 2
  Act as a trusted advisor to customers by translating SOC investigations, alerts, and incident outcomes into clear recommendations and actionable improvements;
• 3
  Work closely with the Security Operations team to ensure that service level agreements (SLAs) are met and that service delivery reflects the operational reality of ongoing detections and investigations;
• 4
  Leverage your prior Security Operations experience to understand, challenge, and discuss detection logic, incident handling, triage quality, escalation paths, and response outcomes with both internal teams and customers;
• 5
  Monitor service delivery performance and identify areas for improvement, with a particular focus on improving detection and response maturity in the customer environment;
• 6
  Advise customers on technical and operational improvements that can strengthen their security posture, visibility, use cases, and response readiness;
• 7
  Ensure that service delivery processes are documented, followed, and aligned with both customer expectations and internal operational standards;
• 8
  Work with the pre-sales team to ensure that service delivery is aligned with client needs and that proposed services are realistic, valuable, and technically grounded;
• 9
  Develop and maintain strong relationships with clients, ensuring that their needs are understood and met or exceeded through high-quality service and credible technical guidance;
• 10
  Provide regular reporting on service delivery performance, incident trends, key risks, and improvement opportunities to senior management and customers;
• 11
  Provide project management follow-up during the onboarding of new clients in collaboration with the different teams at the Client and NVISO;
• 12
  Closely with the security operations team to ensure that service level agreements (SLAs) are met;
• 13
  Ensure that service delivery processes are documented and followed;
• 14
  Monitor service delivery performance and identify areas for improvement;
• 15
  Work with the sales team to ensure that service delivery is aligned with client needs;
• 16
  Develop and maintain relationships with clients, ensuring that their needs are met or exceeded;
• 17
  Provide regular reporting on service delivery performance to senior management.
• 18
  NVISO service delivery methodology and customer engagement approach;
• 19
  Advisory and stakeholder management in a Managed Detection and Response context;
• 20
  Project management principles.

Requirements

• You hold citizenship in one of the 32 NATO member states or the Austrian citizenship;
• Bachelor’s degree in Computer Science, Information Systems, Cybersecurity, or a related field;
• 3–5 years of hands-on experience in Security Operations activities is required, preferably in a Managed Detection and Response environment;
• Proven experience handling security alerts and incidents, including triage, investigation, escalation, and coordination of response activities;
• Strong understanding of security operations, incident response, and the practical challenges of detection and response in customer environments;
• Ability to understand the outcome of SOC investigations and translate them into meaningful technical and operational recommendations for customers;
• Strong technical knowledge of security monitoring, use case tuning, detection engineering concepts, log analysis, and threat-informed improvement of security operations;
• Excellent German and English communication skills (at least C1 level);
• Ability to engage confidently with both technical and non-technical stakeholders, and to explain complex investigation outcomes in a clear and actionable way;
• Experience in service delivery management or customer-facing cybersecurity roles is a strong advantage;
• Experience with ITIL or other service delivery frameworks is an advantage;
• Knowledge of industry standards such as ISO 27001 and NIST Cybersecurity Framework;
• Strong organizational skills and the ability to work independently and as part of a team in a fast-paced, dynamic environment;
• Project management experience is a nice to have, but not a core requirement.

Perks & Benefits