Project Manager - Incident Response

GoSecure; Quebec; On-site; CAD 70,000 - 90,000; Full time

Job summary

A cybersecurity services provider is seeking a Service Manager to oversee projects within the Project Management Office team. This role involves managing post-sales customer engagement, ensuring satisfaction during incident responses, and facilitating cross-department collaboration. An ideal candidate has a degree in business or computer science and is bilingual in French and English. Strong organizational and communication skills are essential for success in this position. Join us to help enhance our operational efficiency and customer service.

Qualifications

• Bachelor degree in business administration, Computer Science, or related field.
• Bilingual in French and English is required.
• Experience in incident response management is a plus.

Responsibilities

• Manage post-sales customer service during cybersecurity incidents.
• Oversee Incident Response (IR) projects lifecycle.
• Ensure customer satisfaction with incident response services.
• Track operational metrics and facilitate improvement.
• Coordinate across departments during IR engagements.

Skills

Excellent analysis skills

Exceptional organizational skills

Superior verbal and written communication skills in English and French

Ability to work independently

Energetic and positive attitude

Education

Bachelor degree in business administration or related field

Master degree in business administration or Project Management Professional certification

Job description

Summary

We are looking for a Service Manager to join our Project Management Office team. Service managers work alongside IT security professionals to help manage customers, quality, budget and efforts associated with projects related to all our professional services. The candidate will mostly assist in delivering GoSecure’s services within the agreed upon duration, scope and constraints while managing stakeholders’ expectations and objectives.

Duties and Responsibilities

• Post‑sales customer service and strategic engagement during and after cybersecurity incidents.
• Planning and overseeing Incident Response (IR)-related projects throughout their lifecycle:
  • Initiation
  • Planning
  • Execution
  • Monitoring and control
  • Closure
• Ensure completeness of IR engagements in a timely fashion and within budget.
• Manage customer expectations and ensure satisfaction with GoSecure’s incident response services.
• Coordinate and track active IR cases, ensuring visibility into status, ownership, and next steps.
• Develop and maintain project plans, issues logs, and status reports.
• Advocate and monitor customer requests/issues cross‑departmentally.
• Facilitate cross‑functional collaboration between the SOC, analysts, legal, and client teams during IR engagements.
• Track and manage initiatives stemming from IR cases.
• Identify and support post‑incident upsell opportunities.
• Collaborate with account managers to align upsell initiatives with client needs and timing.
• Track support level and customer satisfaction metrics.
• Ensure SLA targets are achieved and exceeded.
• Identify opportunities to improve metrics and team efficiency based on analytics.
• Monitor employee productivity and facilitate continuous improvement through feedback and operational guidance.
• Contribute constructive feedback to the management team as part of the performance review process.
• Outside business hours can be expected.

Qualifications

• Bachelor degree in business administration (BBA) or University degree in Computer Science or college diploma from a related program.
• Master degree in business administration (MBA) or Project Management Professional (PMP) certification would be an asset.
• Bilingual (French and English).

Personal Abilities

• Excellent analysis skills.
• Exceptional organizational skills.
• Ability to work independently and handle multiple tasks concurrently.
• Superior verbal and written communication skills in English and French are mandatory.
• Energetic and positive with a "can do" attitude.