Service Delivery Manager (SDM)
ENCODE, Greece

We are seeking for a Service Delivery Manager (SDM) that will join the Encode MSS team in Athens, Greece. The SDM will be responsible for ensuring that Encode Managed Cyber Security deals are delivered as sold, revenue is turned on in a timely manner, and customer satisfaction is achieved. The ideal candidate shall possess a blend of cyber security and relationship management experience.

Main Responsibilities:

• Manage the customer relationship from a service quality and operations perspective and ensure Encode delivers to its service level agreements at minimum
• Act as the customer advocate on operational and service management matters
• Be commercially minded and work in proximity with the account management team to position Encode strongly for business retention, contract renewal and service extension
• Have a detailed knowledge of the services provided to each customer
• Be responsive to the customer in all service delivery related requests or issues
• Manage project deliverables and change requests through to service delivery
• Help defining and improving customer SLA’s
• Maintain positive relationships with customers.
• Identify customer needs and oversee service delivery within the business context.
• Assess customer feedback and use their creativity to establish, improve, and refine services.
• Strong prioritization, organizational skills and meeting deadlines.
• Build partnerships and liaise with other team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.

Requirements

• University Degree in Computer Science or Information Technology field
• Relevant master degree will be considered as an advantage
• Solid experience in project management
• Experience within an IT Service Management role
• Knowledge of SLA best service management practices, in Cyber Security preferable
• Outstanding verbal, written and interpersonal communication skills

o Strategic and tactical level reporting experience.

o Escalation management skills

o Ability to lead matrixed teams to meet critical customer project and delivery deadlines

• Ability to analyse business needs and support customers’ business strategies by identifying relevant cyber security solutions in collaboration with sales, pre-sales and engineering teams
• Ability to develop and maintain respectful and trusting relationships with the customers
• Knowledge of current security trends, threats, and techniques
• Demonstrate a good understanding of the competitive Managed Security Services market
• Excellent English verbal and written communication skills

Desired:

• Demonstrated experience in a SIEM products
• IT Security Certification such as GCIH/GCIA/CEH/CISSP
• IT Service Management Framework knowledge. Service Management Framework qualification and knowledge of life-cycle and / or capability elements of ITIL (Information Technology Infrastructure Library).
• 2+ years’ experience in a similar role or SOC environment

Benefits

• Competitive full-time salary
• Private healthcare coverage on the Company’s group program
• Flexible working hours
• Working in a hyper-growth environment, you will enjoy numerous learning and career development opportunities
  
• Become a member of the Encode team and family, which has some of the most highly motivated and knowledgeable people in the field
  

Job Rewards and Benefits