Cyber Security Service Delivery Manager

About NTT DATA Europe & Latam

NTT DATA is a leading global security service provider, partnering with renowned security technology brands. We are seeking passionate, curious, and motivated individuals to join our team and contribute to building success stories together.

What You’ll Be Doing as a Cyber Security Service Delivery Manager

In this role, you will primarily work with cybersecurity systems and solutions, focusing on operational delivery and various aspects of information security technologies and processes. You will drive innovative service production delivery aligned with business strategy and goals.

Key responsibilities include:

• Professional stakeholder management, defining and addressing operational delivery requirements, KPIs, SLAs, and OLAs for specific services.
• Oversight of SLA and OLA compliance, including developing and controlling necessary measures.
• Acting as a single point of contact, focusing on ensuring operational readiness and governance oversight.
• Collaborating closely with Project Managers and project members on delivery preparations for production environments.
• Ensuring operational readiness (technical and process-wise) of people, processes, and technologies in collaboration with Partner Manager and Business Development.
• Planning regular tests and reviews of security systems, processes, and policies to ensure expected functionality.
• Evaluating existing services and implementing Service Improvement Plans.
• Interfacing and handling customer escalations, providing recurrent customer reporting on operational delivery.
• Collaborating with QA responsible to identify and implement corrective measures.
• Establishing strong communication and collaboration with customer representatives.
• Coordinating recurrent customer meetings and workshops for operational and strategic review.
• Coordinating service escalations at a governance level.

What You’ll Bring Along

Candidates should possess a Master's or Bachelor’s degree in related fields, such as Engineering, Computer Science, or Mathematics, combined with a minimum of 5-7 years of experience in service delivery. A complete understanding of IT and Cybersecurity infrastructure is essential.

Required skills and experiences include:

• Strong negotiation capabilities and a problem-solving mindset.
• Ability to effectively drive service development and contribute to ITIL processes.
• Demonstrated resilience, diplomacy, influence, relationship building, and problem-solving skills across various situations.
• Highly effective written and oral communication skills, excellent interpersonal skills, and experience dealing with diverse backgrounds.
• Fluency in Business English is required; German is an advantage.
• Customer-oriented behavior.
• Experience in IT service management (ITSM and ITAM).
• Experience in IT service monitoring, defining ITIL processes, procedures, tasks, and checklists applicable broadly across organizations and technologies.

ITIL, CISSP, Cloud Architecture Design, SANS, or similar certifications are highly advantageous, along with availability for collaboration within international teams and excellent command of both spoken and written English.

Key skills/competency

• Cybersecurity Systems
• Service Delivery Management
• ITIL Framework
• Stakeholder Engagement
• SLA & OLA Compliance
• Operational Governance
• IT Service Management (ITSM)
• Problem Resolution
• Customer Relationship Management
• Information Security Operations