Requirements: English
Company: Ackcent Cybersecurity
Region: Barcelona , Catalonia
Professionals at Ackcent Cybersecurity have a common goal: to improve the security of our customers, protect their assets from cyber threats and to provide high-quality services through communication and care.
In this position you will collaborate closely with our security specialists, analysts, and consultants, playing a key role in our Service Delivery Team to ensure the successful delivery of high-quality cybersecurity services.
We are looking for a Service Delivery Manager (SDM) with a background in cybersecurity and a passion for client management. As a key member of our Customer Success team, you will be responsible for ensuring the successful delivery of services, acting as the primary point of contact for our clients, and collaborating across all departments to meet their needs. Your role will be crucial in maintaining high customer satisfaction throughout the entire lifecycle of our projects.
Key Responsibilities
- Responsible for client satisfaction by ensuring the successful delivery and management of services for assigned clients.
- Work closely with customers to understand their business needs and align solutions with our services.
- Act as the main point of scalation, detecting and ensuring a prompt resolution of issues.
- Lead weekly service reviews to assess performance and address client concerns.
- Ensure contractual obligations and SLAs are met or exceeded.
- Lead service improvement initiatives to enhance customer experience.
- Develop and maintain strong relationships with stakeholders.
- Lead communication between the client and the rest of the team.
- Manage priorities, deadlines and deliveries.
- Work closely with internal teams to optimize processes and ensure cross-functional collaboration.
- Identify new business opportunities with existing clients and coordinate with the Sales team.
- Contribute to the development of new cybersecurity services and solutions and the continuous improvement of our services portfolio.
Requirements
- Bachelors degree in engineering or a related field.
- 5 + years of experience in Service Delivery, Customer Success, Project Management, Operational -technical - role or similar position (preferably within cybersecurity).
- Understanding information security frameworks: Threat Modeling, Defense in depth, Data loss protection, Risk assessment and Security Metrics.
- Understanding of cybersecurity landscape: Cyber kill chain, TTPs, etc.
- Experience working in cloud computing environments.
- Strong ability in managing coordinated delivery of service.
- Team player with a strong collaborative and client-oriented approach.
- Excellent communication & presentation skills.
- Ability to establish strong relationships with executive-level stakeholders.
- Problem-solving mindset, with strong analytical skills and attention to detail.
- Ability to manage priorities, deadlines, and service improvements proactively.
- Proactive and results-driven, with strong follow-up and commitment to service excellence.
What We Offer
- Competitive salary
- Medical insurance
- Hybrid model
- Birthday day off
- Flexible working hours
- A dynamic work environment where innovation and collaboration are at the core