Service Delivery Manager (m/w/d)

Job description

It all starts with the mission: NVISO is here to protect European society from potentially devastating cyber attacks! This means we offer cyber security services to private and governmental organizations to help them better prepare for, prevent, detect and respond to cyber security incidents. All of this is built on four fundamental values that define who we are: We are Proud, We Break Barriers, We Care and No BS! Tasks As a Service Delivery Manager (m/w/d) based in Germany you will : Oversee the delivery of Managed Detection and Response services to our clients, with a strong focus on the quality and technical relevance of the service provided; Act as a trusted advisor to customers by translating SOC investigations, alerts, and incident outcomes into clear recommendations and actionable improvements; Work closely with the Security Operations team to ensure that service level agreements (SLAs) are met and that service delivery reflects the operational reality of ongoing detections and investigations; Leverage your prior Security Operations experience to understand, challenge, and discuss detection logic, incident handling, triage quality, escalation paths, and response outcomes with both internal teams and customers; Monitor service delivery performance and identify areas for improvement, with a particular focus on improving detection and response maturity in the customer environment; Advise customers on technical and operational improvements that can strengthen their security posture, visibility, use cases, and response readiness; Ensure that service delivery processes are documented, followed, and aligned with both customer expectations and internal operational standards; Work with the pre-sales team to ensure that service delivery is aligned with client needs and that proposed services are realistic, valuable, and technically grounded; Develop and maintain strong relationships with clients, ensuring that their needs are understood and met or exceeded through high-quality service and credible technical guidance; Provide regular reporting on service delivery performance, incident trends, key risks, and improvement opportunities to senior management and customers; Provide project management follow-up during the onboarding of new clients in collaboration with the different teams at the Client and NVISO; Closely with the security operations team to ensure that service level agreements (SLAs) are met; Ensure that service delivery processes are documented and followed; Monitor service delivery performance and identify areas for improvement; Work with the sales team to ensure that service delivery is aligned with client needs; Develop and maintain relationships with clients, ensuring that their needs are met or exceeded; Provide regular reporting on service delivery performance to senior management. You will be trained on the job in Concepts: NVISO service delivery methodology and customer engagement approach; Advisory and stakeholder management in a Managed Detection and Response context; Project management principles. Requirements You hold citizenship in one of the 32 NATO member states or the Austrian citizenship; Bachelor’s degree in Computer Science, Information Systems, Cybersecurity, or a related field; 3–5 years of hands-on experience in Security Operations activities is required, preferably in a Managed Detection and Response environment; Proven experience handling security alerts and incidents, including triage, investigation, escalation, and coordination of response activities; Strong understanding of security operations, incident response, and the practical challenges of detection and response in customer environments; Ability to understand the outcome of SOC investigations and translate them into meaningful technical and operational recommendations for customers; Strong technical knowledge of security monitoring, use case tuning, detection engineering concepts, log analysis, and threat-informed improvement of security operations; Excellent German and English communication skills (at least C1 level); Ability to engage confidently with both technical and non-technical stakeholders, and to explain complex investigation outcomes in a clear and actionable way; Experience in service delivery management or customer-facing cybersecurity roles is a strong advantage; Experience with ITIL or other service delivery frameworks is an advantage; Knowledge of industry standards such as ISO 27001 and NIST Cybersecurity Framework; Strong organizational skills and the ability to work independently and as part of a team in a fast-paced, dynamic environment; Project management experience is a nice to have, but not a core requirement. Benefits Working and learning from the best people in the European cyber security industry. We have multiple SANS Instructors working at NVISO, our staff has presented at popular hacking conferences (BlackHat, BruCON, OWASP, etc) and all of our technical staff can acquire deep technical security certifications (GSE, GXPN, GREM, GCFA, OSCP, etc); An entrepreneurial and agile company, where you will be stimulated and supported in driving new initiatives (either through internal innovation or by improving our service offering), without losing sight of having fun!; A training budget of 10.000€ and 10 days every 2 years; An annual gross base salary between 75.000 EUR and 100.000 EUR, depending on your experience; Regular team-building and fun events; Reimbursement of public transfer ticket + BahnCard 50 1st Class; Flexible working hours, homeworking and the possibility to work from abroad; 30 holidays. Disclaimer on the Use of AI Tools in the Application Process Please be aware that the creation and submission of application documents (e.g. CV, cover letter, case studies, etc.) using AI-powered tools is only permitted to a limited extent . Our expectations: Application documents must authentically reflect your own qualifications, personality, and motivation. The use of AI for supportive purposes (e.g. spell-checking, improving wording) is acceptable. Fully generated application documents created by AI without personal adaptation or review are not permitted. Under no circumstances may NVISO information, data, or documents be uploaded to or processed by external AI tools. We reserve the right to exclude applications from the selection and interview process that are clearly created primarily or exclusively by AI and show no recognizable personal input. The purpose of this policy is to ensure a fair and transparent recruitment process and to obtain an authentic impression of our applicants.