Senior Service Delivery Manager
Key Skills
Job Description
Senior Service Delivery Manager
Department: Cyber Services and Capabilities
Employment Type: Full Time
Location: NLD Rijswijk
Description
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.
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.
- Analysing service usage and perceived service value.
- Taking responsibility for your clients’ satisfaction.
Skills, Knowledge and Expertise
In addition, you have:
- 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.
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.
Core Responsibilities
Manage assigned client relationships as the primary point of contact, conducting service reviews, handling inquiries and escalations, and ensuring services meet contracted SLAs. Analyze service usage and value, improve customer satisfaction and cybersecurity outcomes, and identify opportunities to grow client contracts in collaboration with account management.
Requirements
A bachelor's or master's degree, customer-facing experience, and an affinity for or knowledge of IT and cybersecurity are required, along with strong client relationship management and commercial skills. Candidates should communicate confidently in Dutch and English, be willing to travel to clients, and be able to undergo thorough background screening; ITIL Foundation certification may be an advantage.
Benefits
- Flexible Working Hours
- Remote Work Options
- Generous Leave Policies
- Lease Allowance
- Pension Scheme
- 26 Vacation Days
- 8% Holiday Pay
- Company Car
- Professional Development Opportunities
- Laptop
- Business Phone
- Home Internet Allowance
- Performance Bonus
- Profit-Sharing
About NCC Group
Industry: IT Services and IT Consulting
Company size: 1,001-5,000 employees
We are NCC Group. A people powered, tech-enabled global cyber security and resilience company with 2,000 colleagues around the world. For over 25 years we’ve been trusted by the world’s leading companies and Governments to manage and deliver cyber resilience, working together to create a more secure digital future.