Senior Service Delivery Manager

Neurosoft is a leading Managed Services Provider (MSP) that specializes in offering end-to-end premium integrated services in the areas of Cyber Security, Technology Solutions and Field Services. Our services are designed to meet our customers' holistic needs to increase efficiency and security, supporting business resilience and continuity. Neurosoft is active in Greece and Cyprus in both private and public sector projects and has been listed on the Italian Stock Exchange since 2009 while currently employing 300+ highly skilled professionals with deep expertise in their fields. The statutory majority shareholder is Allwyn.

We’re looking for an experienced Senior Service Delivery Manager to take full ownership of complex Cyber Security projects. The role is responsible for driving project delivery, ensuring SLA adherence, coordinating vendors, overseeing project and service financials, and managing service requests.

This position ensures that managed and security services are delivered in line with contractual obligations and customer expectations, while bridging technical operations with business needs. It acts as the primary operational liaison between the end customer and Neurosoft’s internal teams.

If you thrive in fast-paced environments, enjoy turning complexity into clarity, and take pride in successful delivery, this role is for you.

Main Responsibilities:

Project Management:

• Lead end-to-end project management activities for CDS critical accounts
• Coordinate resources, timelines, and deliverables across multiple concurrent activities, ensuring alignment with partner and end-customer expectations and project milestones.
• Conduct regular project status meetings, provide updates to stakeholders, and proactively mitigate risks to project success.
• Maintain and manage project documentation, including project plans, RACI matrices, and status reports.

Operational Follow Up:

• Act as the primary operational point of contact between the end-customer and the Neurosoft internal teams, ensuring effective day-to-day service delivery.
• Monitor ongoing service activities and coordinate follow-up on action items, ensuring timely completion and accountability across internal teams.
• Communicate NOC and SOC-driven requests, requirements, and findings to customers, translating technical activities into business-relevant insights.
• Ensure internal alignment with technical teams on service scope, deliverables, and ongoing operational activities.

SLA Review & Reporting:

• Monitor service performance against agreed SLAs and KPIs, identifying trends and areas for improvement to optimize service delivery.
• Produce and deliver standard and custom monthly Operational and SOC performance reports to the end customer.
• Conduct regular and ad-hoc customer meetings to review service performance, discuss feedback, and address ongoing topics.
• Conduct Business and Service Review meetings with customer(s) to strengthen engagement, enhance service delivery, and gather feedback.

Financial Reporting:

• Track, reconcile, and report on associated costs across the Project’s customer base.
• Collaborate with commercial teams on renewals, scope changes, invoicing, and customer-facing financial reporting.
• Maintain accurate records of license allocations and proactively flag upcoming renewal or procurement requirements.

Vendor Management:

• Manage relationships with third-party vendors and technology partners involved in the service.
• Coordinate with vendors on issue resolution, service requests, and escalation management.
• Monitor vendor performance against contractual commitments and SLAs, driving accountability and continuous improvement.

Service Request Handling and Prioritization:

• Manage BAU service requests (e.g., access management, onboarding, configuration changes, audits, general inquiries) ensuring timely and accurate handling.
• Triage and prioritize incoming requests based on urgency, impact, and service scope alignment.
• Serve as a point of escalation for customer issues, complaints, or service disruptions, ensuring effective and timely resolution.
• Handle customer-reported issues and feedback, coordinating with internal teams for resolution and continuous improvement.
• Optimize customer-facing processes and deliverables to enhance service quality and customer experience.

Requirements:
• At least 4 years of experience in an IT or cybersecurity services environment. Prior experience in an MSSP, SOC, or managed services operation is a must.
• Bachelor’s degree in Computer Science, IT, Business Administration, or a related field.
• Strong understanding of cybersecurity principles, practices, and technologies. Familiarity with Security and Network Operations Center (SOC/NOC) operations, Managed Detection and Response (MDR) services, and network security concepts (firewalls, VPN).
• Proven experience in service delivery coordination, customer communication, and stakeholder management, with the ability to manage multiple customer engagements, follow up on action items, and maintain high levels of client satisfaction
• Track record of successfully planning, organizing, and prioritizing tasks across multiple concurrent projects and customer activations, with familiarity in project management tools and methodologies.In-depth understanding of service delivery processes and methodologies. Working knowledge of service level agreements (SLAs), key performance indicators (KPIs), and reporting frameworks.
• Basic familiarity with cybersecurity tools and platforms used in SOC environments, as well as network infrastructure components (e.g., firewalls, UTMs, VSAT, VPN) and vendor management processes.

Preferred Qualifications

• MSc in Cyber Security, Information Systems, or an MBA.
• Understanding of integrated managed security service models, where device management and SOC monitoring operate as interconnected service layers within an end-to-end delivery chain
• Relevant certifications such as ITIL Foundation, PMP/CAPM, or similar are advantageous. Industry certifications (e.g., CISM, CISSP) are a plus but not required at this level.

Soft skills set

• Strong Communication: Well-developed verbal and written communication skills, with the ability to articulate complex technical concepts clearly and effectively to both technical and non-technical stakeholders.
• Client Focus: Dedication to understanding and meeting client needs, fostering positive relationships, and delivering exceptional service experiences.
• Problem-Solving: Proven ability to identify issues, analyze root causes, and develop practical solutions to address client concerns and enhance service delivery.
• Conflict Resolution: Strong conflict resolution skills, with the capacity to de-escalate tense situations, negotiate mutually beneficial outcomes, and maintain positive client relationships.
• Organizational Skills: Effective prioritization, time management, and organizational skills, with the ability to manage multiple client engagements and deadlines concurrently.
• Proactive Mindset: Forward-thinking approach with the ability to anticipate customer needs, identify operational improvements, and proactively flag risks or dependencies before they escalate.
• Stakeholder Awareness: Ability to navigate multi-stakeholder environments, balancing customer expectations with internal team capacity and vendor constraints.
• Ethical Integrity: Commitment to upholding the highest standards of ethical conduct, integrity, and professionalism in all client interactions and engagements.

Benefits:
🏋️‍️Friendly and dynamic working environment
🏫 Formal Training And Professional Qualifications Fully Funded
✔️ Competitive compensation package
⚕️ Private Health Insurance
⚖️Work-Life Balance initiatives
🏃🏽‍Corporate Sports Teams (e.g. Running, Basketball, Volleyball)
👥 A Buddy who will support you with your onboarding