Senior Service Delivery Manager

NCC Group; Rijswijk; Hybrid; EUR 75,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Flexible hours

Remote work options

Lease car

Pension scheme

26 vacation days

Profit-sharing

Tech Talks / Fox Academy

Job summary

NCC Group's Fox-IT division is recruiting a Senior Service Delivery Manager to lead a portfolio of Dutch and international clients, acting as the primary contact and driving service quality.

You will drive value through monitoring, incident response, and threat intel services, coordinating with the Managed Services team to ensure SLAs are met and contracts are optimized. Travel to client sites may be required.

Qualifications

• Bachelor's or Master's degree in IT or a related field.
• Knowledge of IT and cybersecurity.
• Experience in direct customer interaction.

Responsibilities

• Build and maintain productive relationships with your assigned clients.
• Ensure services align with contracted SLAs and increase contract value.
• Collaborate with account management to address service-related inquiries and escalations.

Skills

Relationship mgmt

Commercial awareness

Dutch & English comms

IT security knowledge

Travel willingness

Customer interaction

Education

Bachelor's degree

Master's degree

ITIL Foundation certification

Job description

Senior Service Delivery Manager

Department: Cyber Services and Capabilities

Employment Type: Full Time

Location: NLD Rijswijk

Description

We are a global community of highly talented individuals working together to create a safer future, driven by our mission to make society more secure. Together, we make this mission possible.

We are looking to strengthen our team with new Service Delivery Managers (SDMs). Do you have a passion for serving customers and helping them use our services to improve their cybersecurity? If so, join our SDM team and help manage our growing client base alongside your 10 future colleagues.

We are hiring for multiple positions, welcoming candidates with a few years of relevant work experience as well as those with extensive experience.

The Opportunity

In this role, you’ll be responsible for managing a set of customers. You’ll serve as their primary point of contact, holding regular meetings to discuss the quality of our services and explore opportunities to further assist them. Your ultimate goal will be to improve customer satisfaction and increase the value of the contracts we hold with them.

The Team and Our Services

The SDM team is part of the Managed Services department at Fox-IT, which is a division of NCC Group. Our managed services portfolio includes cybersecurity products and services such as network and log monitoring, forensic analysis, incident response, and threat intelligence. The SDM team ensures clients receive these services reliably, consistently, and professionally.

At the heart of our offering is the Security Operations Center (SOC), which monitors and quickly reports on incidents, enabling clients to respond effectively to the increasing number of cyberattacks and incidents. Most of our clients are in the Netherlands, but some may be international. We serve organizations across various sectors, helping them proactively address their cybersecurity challenges.

Key Responsibilities

• Building and maintaining productive relationships with your assigned clients.
• Increasing the value of the contracts you manage, always with the aim of enhancing clients' cybersecurity.
• Conducting various formal and ad-hoc client meetings, such as (onsite) service reviews, addressing service-related inquiries, and managing escalations.
• Collaborating closely with the account management team.
• Ensuring all delivered services consistently align with contracted SLAs.
• Analysing service usage and perceived service value.
• Taking responsibility for your clients’ satisfaction.

Skills, Knowledge and Expertise

You have a natural talent for maintaining relationships and enjoy a varied agenda. You are also commercially savvy, identifying opportunities for our sales team to help clients improve their security.

In addition, you have:

• A Bachelor's or Master's degree.
• An affinity for or knowledge of IT and cybersecurity.
• A clear vision of client relationship management.
• (Possibly) an ITIL Foundation certification.
• Experience in a role involving direct customer interaction.
• No issues with undergoing thorough screenings/background checks due to the nature of Fox-IT’s work and clients.
• A willingness to travel to clients as needed.
• Comfortable and confident communication skills in both Dutch and English, written and spoken.

Benefits

An open organization where everyone has a voice to propose innovative solutions, with minimal barriers to communication and collaboration, and a culture of mutual respect.

Additionally, we provide:

• A competitive salary that reflects your experience and potential.
• Flexible working hours, allowing for occasional later starts or remote work.
• A balanced approach to working from home and the office.
• Generous leave policies to support key life events.
• A lease allowance so you can use your car to visit clients.
• A favorable pension scheme, 26 vacation days, and 8% holiday pay.
• A company car, depending on your role.
• Extensive development opportunities, such as TechTalks, Crypto Colloquia, events, and our in-house Fox Academy.
• A laptop and business phone-or a reimbursement of up to €25 if you use your own phone.
• A home internet allowance of up to €40.
• A performance bonus and profit-sharing to recognize your contributions.