Service Delivery Manager

Nedscaper’s core focus is on providing comprehensive cybersecurity solutions based on Microsoft’s security products, including Cybersecurity Consultancy and Managed eXtended Detection and Response (MXDR) services. Nedscaper aims to enhance its clients’ security posture through proactive and innovative measures, ensuring robust protection against cyber threats.

As a Service Delivery Manager for Nedscaper’s MXDR service, you’ll serve as the single-point-of-contact between your respective clients and the internal client-centric team. As well as the acting as the trusted advisor for your respective clients for translating their needs (spoken or unspoken) to Nedscaper services. Having broad knowledge on the Cybersecurity field and developments is a key aspect for this role.

The medior/senior Service Delivery Manager MXDR is responsible for the delivery of Nedscaper’s Cybersecurity service catalog. This includes the following processes, responsibilities, and tasks:

• Client Satisfaction: Ensure that clients are satisfied with the quality of cyber security services provided. This involves understanding their needs, addressing concerns, and maintaining open communication.
• Strategic Cybersecurity Service Optimization: Assess, Upsell, and Educate: Continuously assess client cybersecurity needs, identifying upsell opportunities for advanced services and proposing complementary services. Proactively educate clients on the value of these services, collaborating with strategy team for tailored proposals that align with business goals.
• Continuous Improvement: Promote a culture of continuous improvement by regularly evaluating and updating processes, tools, and skill sets. Stay abreast of emerging technologies and methodologies to enhance the Nedscaper’s (Service Delivery) capabilities.
• Program Development and Oversight: Collaborate with leadership to develop and implement comprehensive cybersecurity programs. This involves defining program goals, strategies, and timelines to ensure a holistic and coordinated approach to service delivery.
• Service Quality: Oversee the delivery of high-quality cybersecurity services, including threat detection, incident response, and ongoing monitoring. Implement and maintain industry best practices to enhance service effectiveness.
• Operational Efficiency: Optimize processes and workflows to ensure that cybersecurity services are delivered efficiently. This may involve streamlining incident response, improving monitoring capabilities, and implementing automation where possible.
• Client-centric Team Collaboration: Foster collaboration among different teams within Nedscaper, including security analysts, engineers, consultants and support staff. Ensure effective communication and coordination to deliver a unified and cohesive service.
• Performance Metrics: Define and track key performance indicators (KPIs) to measure the success of cybersecurity services. This include metrics related to incident response times and threat detection rates amongst others.
• Compliance: Ensure that the Nedscaper’s cybersecurity services adhere to relevant industry regulations and standards. This may involve staying informed about changes in compliance requirements and implementing necessary adjustments.
• Budget Management: Work within budget constraints while maximizing the value of cybersecurity services. This involves resource allocation, cost control, and identifying opportunities for cost savings without compromising service quality.
• Emergency Response: Develop and maintain a robust incident response plan at assigned clients to address cybersecurity incidents promptly and effectively. This includes coordinating with clients, internal teams, and possibly external entities in the event of a security breach.

• Continuous build-up and maintenance of the quality of the Cloud MXDR services (staffing, processes and tooling)
• Service Catalog and Portfolio management
• Preservation and further development of knowledge
• Keep customer churn as low as possible
• Budgeting and capacity

The Service Delivery Manager MXDR reports to the Head of Service Delivery.

The educational level of a Service Delivery Manager MXDR needs to contain the following: 

• 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 service delivery and project management function in a complex organization, with an emphasis on ITIL4 and Agile/Scrum.
• Knowledge/experience in account management and service/delivery management.

• AZ-900 – Microsoft Azure Fundamentals
• MS-900 – Microsoft 365 Fundamentals
• SC-900 – Microsoft Security, Compliance, and Identity Fundamentals
• ITIL 4 Foundation
• CISM/CISSP/CCSP – PREFERRED
• ITIL 4 (additional) – PREFERRED

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