Service Delivery Manager MXDR

The Service Delivery Manager MXDR is responsible for the delivery of Nedscaper’s Cloud MXDR service offering. This includes the following processes, responsibilities, and tasks:

• Day-to-day functional management of the MXDR team and members
• Project management for connecting customers to the Cloud MXDR
• Preparing and monitoring the Cloud MXDR SLA for assigned customers.
• Sending out monthly Security Incident & Change Reports (SICRs) for assigned customers.
• Recurrent meetings with the customers (weekly, monthly, quarterly, or half-yearly) with assigned customers
• General relationship management with the assigned Cloud MXDR customers
• Assessing and managing customer requests (RFCs) for the Cloud MXDR service
• Monitoring Incident Report, Incident Respond and Security Breach processes.
• Acts as an escalation point for the Cloud MXDR service.
• Implementing operational improvements for the Cloud MXDR
• Monitoring the quality of the overall Cloud MXDR service (process-based, human and tooling)
• Spot new opportunities for assigned customers.

Goals

• Continuous build-up and maintenance of the quality of the Cloud MXDR services (staffing, processes and tooling)
• Structure of the Cloud MXDR team in combination with the growth of Nedscaper
• Preservation and further development of knowledge
• Keep customer churn as low as possible
• Budgeting and capacity

Knowledge, development & skills

• Bachelor’s degree or equivalent ability
• Global knowledge of applied ICT Technology
• Knowledge of current development in the IT security field
• Be a conversation partner for existing and new customers
• A minimum of 5 years of experience in a project management function in a complex organization, with an emphasis on Agile/Scrum
• Knowledge/experience in account management and service/delivery management

Exams

• AZ-900 – Microsoft Azure Fundamentals
• MS-900 – Microsoft 365 Fundamentals
• SC-900 – Microsoft Security, Compliance, and Identity Fundamentals

Skills

• Analytical
• Decisive
• Concerned
• Commercial insight
• Flexible
• Integer
• Organization sensitive
• Service-oriented
• Ability to work process and project-based
• Fluent in written and spoken English