Service Delivery Manager (SDM)

Who are we? In today’s digital world, organizations need to shift their approach to cyber security. Prevention alone is no longer sufficient! There is an ever-growing need to have rapid security capabilities in place. Organizations are looking towards trusted strategic partners to offer the valuable expertise and know-how in the Security Intelligence space. That's where we come in!Based in Belgium and the Netherlands, we are committed to helping companies navigate the digital era and make data-driven decisions. We serve clients in the top 200 across the Benelux, spanning a wide range of fascinating and diverse sectors.At Davinsi Labs, we love to inspire each other, collaborate closely, and pursue excellence together. We are building a workplace where fulfillment and happiness take center stage.Your mission: what can you expect from this role? As a Service Delivery Manager (TSDM), you will be the primary point of contact between our cybersecurity MDR service and our customers, ensuring exceptional service delivery, effective communication, and seamless technical integration. You will leverage your technical knowledge in networking, firewalls, and cybersecurity to bridge the gap between customer expectations and technical operations, ensuring that our services consistently exceed expectations.Key ResponsibilitiesCustomer Engagement & Relationship ManagementAct as the primary customer-facing lead for MDR services, building strong, trust-based relationships.Conduct regular service reviews, ensuring SLA compliance and continuous service improvements.Serve as an escalation point for critical service issues, coordinating resolution with internal technical teams.Service Delivery OversightOversee end-to-end delivery of MDR services, ensuring high-quality, timely, and effective threat detection and response.Collaborate with SOC teams, engineers, and architects to ensure technical alignment with customer needs.Monitor and report on service performance, including metrics like incident response times, detection rates, and remediation progress.Technical GuidanceProvide technical guidance to customers on integrating MDR services with their existing security infrastructure.Participate in onboarding, implementation, and configuration of MDR services.Stay abreast of current cybersecurity trends, threat landscapes, and technologies to proactively enhance service delivery.Project ManagementManage service transition, upgrades, or expansions, ensuring minimal disruption to customers.Coordinate with project managers on larger deployments or service expansions.Maintain documentation of processes, service guides, and runbooksHello, is it me you're looking for? Soft SkillsStrong communication skills (verbal & written), with the ability to explain technical concepts to non-technical stakeholders.Ability to build trust and manage challenging situations with professionalism and empathy.Service Delivery & Customer ManagementAt least 3-5 years’ experience in a service delivery or technical project management role, ideally in MDR or managed security services.Proven track record of managing complex technical projects with customer-facing responsibilities.Technical Background (nice to have)Solid understanding of networking, firewalls, and security technologies (e.g. IDS/IPS, SIEM, EDR, threat intelligence).Experience with cloud security, endpoint protection, and incident response workflows.Qualifications (nice To Have)Experience with MDR platforms and/or SIEM tools EDR solutions.Relevant cybersecurity certifications (e.g. CISSP, CISM).