Service Delivery Manager in Cybersecurity is responsible for overseeing daily operations related to IAM and PAM services while ensuring high-quality service delivery to our clients. This position combines operational management with delivery responsibilities, ensuring that contractual commitments are met while optimizing internal processes to maximize efficiency.

This role requires strong leadership and the ability to manage complex issues with high-quality standards.

Responsibilities:

• Operations Management: Oversee all operations related to services, ensure that projects are executed on time, with strict adherence to quality and security requirements, and meet the specific needs of each client.
• Service Delivery: Be responsible for monitoring and delivering services (fixed-price or time and materials) to clients, ensuring that the implemented solutions perfectly meet the clients' needs.
• Team Coordination: Lead and coordinate technical teams and consultants, ensuring smooth communication between stakeholders and efficient resource allocation.
• Client Satisfaction: Proactively manage the client relationship, anticipate needs, resolve issues quickly, and ensure high client satisfaction throughout the project lifecycle.
• Process Optimization: Identify and implement continuous improvements in operational and delivery processes to increase efficiency and reduce costs while maintaining high-quality standards.
• Incident/ Crisis Management: Serve as the primary point of contact in the event of a major incident or operational issue, coordinating the response with the relevant teams and ensuring rigorous follow-up to prevent recurrence. Develop action plans, coordinate interventions, and provide detailed incident or crisis reports.
• Compliance and Reporting: Ensure that all activities comply with current regulations and the company's internal policies. Produce regular reports on operational performance, KPIs, and project outcomes.
• Training and Development: Ensure the continuous development of team skills by offering appropriate training and supporting development initiatives.

Desired Profile:

• Experience: Minimum 5 to 7 years of experience in operational management and service delivery, ideally in the cybersecurity sector with specific expertise in IAM and PAM.
• Skills: Strong project management skills, proven leadership, and process optimization abilities. Ability to manage multidisciplinary teams and ensure the delivery of complex services in demanding environments. Aptitude for teamwork and cross-functional collaboration to ensure smooth communication among team members.
• Personal Qualities: Strong sense of responsibility, strategic mindset, excellent communication skills, ability to work under pressure, and results-oriented. Natural authority, resilience, and proactivity. Ability to maintain discipline and efficiency. Competence in analyzing complex situations and developing effective solutions. Ability to anticipate future issues and plan long-term strategies.
• Results-Oriented: Focus on achieving objectives while adhering to deadlines and budgets.
• Continuous Learning: Willingness to continuously learn in order to stay updated with technological advancements and new threats.