Service Delivery Manager
Our Service Delivery Management, or SDM team is responsible for owning and developing strong and professional relationships, with each of the clients in their selected portfolio. As a Service Delivery manager, you will be faced with a dynamic range of interactions, tasks and challenges, all centered around the ongoing delivery of the customer subscribed to services. You will be the primary contact point for your clients for all ongoing service and delivery needs while being aided by various colleagues in the larger operational delivery and sales teams.
The SDM team is part of the Managed Services group of Fox-IT, it includes a portfolio of cyber security products and services such as network and log monitoring, fraud detection and prevention, forensics and incident response as well as cyber threat intelligence. Our Service Delivery Managers are committed to ensure that these services are received by our customers in a reliable, consistent and professional manner. We do this by consistently finding new ways to better engage and service our wide portfolio of both local and international clients.
In this role you are responsible for a set of Managed detection and Response (MDR) customers mainly located in Belgium and Luxembourg (BeLux) area. With this service our Security Operations Center (SOC) monitors and rapid reports incidents so our customers are better equipped to deal with the advancement of cyber-attacks and cyber incidents.
In this position you will:
Engage, support and build relationships with a select range of customers and future customers.
Host and coordinate various formal and ad hoc customer engagement events like (onsite) service meetings, service related questions and escalations.
Work closely with the account management team to build and maintain each customer relationship.
Ensure the delivered service(s) are aligned to the contracted SLA's at all times.
Analysis of service usage and perceived service value throughout the contract period.
Coordinate output of certain specific and ad hoc service deliverables (service meetings, reports, ad hoc engagements) provided to our customer base and monitor and record customer feedback.
Be responsible to collaborate and align with other internal stakeholders (other Fox units and the wider NCC group) ensuring that your customer portfolio is supported and represented accordingly.
You recognize yourself in...
a natural tendency for daily customer engagements and you are fascinated by IT and cyber security. You are people-driven and pride yourself in adding value to our customers and organization. You have a proven track record in a service environment. For example, you are a project manager or B2B customer representative who wants to take the next step in her/his career.
You’ve gained experience in most of the activities mentioned above in your previous position(s) (customer relationship management, customer success, service delivery, customer support). Experience in cyber-security is an obvious advantage, however is by no means essential and this will quickly be gained in the role itself. Experience in customer engagement of a complex service or product is a plus.
We look for skilled people, bright minds and leaders of the pack. People who want to learn, be creative and help us create a safer cyberspace. Experience is one, but your personality and eagerness is what interests us the most. At Fox you will find a mix of professionals. Tech and non-tech combined with a common goal and a healthy dose of security paranoia.
We are Fox-IT, or Fox. We stand for making the world safer and more secure. That means every one of us contributes in making society safer and more secure with the help of our technical and innovative solutions. From our Red Team of hackers, our Blue Team of defense specialists, highly skilled developers to trusted security consultants and more: We do this for organizations where cyber security is highly important. That is why we continuously develop our individual skills and knowledge.
We are critical thinkers, naturally security paranoid and thrive on development. We are part of NCC Group and with 2000 like-minded colleagues around the globe, we are on our never-ending mission to create a safer world.
We are on a mission to make society a safer and more secure place. Our people are the ones who make that possible; a global community of talented individuals working together towards a safer future.
We aim to create an environment where everyone can reach their full potential. We work together, we are brilliantly creative, we embrace difference and we want you to join in our mission.
Working at Fox means that you can let your technical creativity run free and that this is also greatly appreciated. You cannot always tell everything about your work, but you can tell that you contribute to a safer society. Of course that is not all. As a Service Delivery Manager you also get:
A good salary that matches the cool things you have already done and will do
Flexible working hours, so that you can occasionally start later or do your thing from home
A favorable pension scheme, 26 vacation days (+4 office closing days) and 8% vacation pay with a full-time contract;
A lease car once we will visit our clients regularly
Many development opportunities: you can gain and share knowledge through TechTalks, Crypto Colloquia, events and the Fox Academy
A laptop and business phone. Do you use your own telephone? Then you will be reimbursed a maximum of € 25
A reimbursement for your internet at home of a maximum of € 40
A performance bonus and profit sharing, because we appreciate your commitment
A modern office space at a top location in Antwerpen hosted by SilverSquare
An extended screening procedure is necessary to work at Fox-IT.
Help from recruitment agencies, how well intended it might be, is really not necessary.
About your application
We review every application received and will get in touch if your skills and experience match what we're looking for. If you don't hear back from us within 10 days, please don't be too disappointed - we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles.