Service Delivery Manager

Fox-IT; Rijswijk; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Flexible working hours

Hybrid work arrangement

Lease car or travel support

Pension scheme

26 vacation days and 8% holiday pay

Company car depending on role

Fox Academy and tech talks

Laptop and phone or stipend for own

Job summary

Fox-IT in Rijswijk, part of NCC Group, is hiring Service Delivery Managers to oversee a portfolio of security service clients. You’ll be the main contact, run regular reviews, and ensure contracts meet SLAs while maximizing value. The SDM team supports SOC and managed security services with travel to client sites in NL and abroad.

Fluency in Dutch and English and IT/cybersecurity experience are essential. We offer flexible hours and remote work options, with development through Fox Academy and

Qualifications

• Bachelor’s or Master’s degree required.
• Affinity for IT and cybersecurity.
• Clear client relationship management vision.
• ITIL Foundation certification is a plus.
• Experience in direct customer interaction.
• Willing to undergo background checks due to role.
• Willingness to travel to clients as needed.
• Fluency in Dutch and English, written and spoken.

Responsibilities

• Build and maintain productive relationships with assigned clients.
• Increase contract value by improving service delivery and cybersecurity outcomes.
• Lead formal and ad‑hoc client meetings, including on-site reviews and escalation management.
• Collaborate closely with the account management team.
• Ensure delivered services align with SLAs.
• Analyze service usage and perceived value.
• Ensure client satisfaction across engagements.

Skills

IT & cybersecurity knowledge

Client relationship management

Dutch & English communication

Travel flexibility

Customer-facing experience

Screenings background checks

Education

Bachelor’s or Master’s degree

Job description

Department: Cyber Services and Capabilities

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.
• Analyzing service usage and perceived service value.
• Taking responsibility for your clients’ satisfaction.

Skills, Knowledge & Expertise

• 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.

Job Benefits

• 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.

We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage.

Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process.