What you do
As Service delivery manager, you monitor the quality of SOC services at the customer and ensure that monitoring remains well aligned with the IT Security risks and threats you identify at the customers. At the customer you represent Northwave, within Northwave you represent the customer. The SOC monitors our customers’ networks and systems 24x7x365 to ensure they are and remain secure.
As Service delivery manager, you are the sparring partner for the customer’s (C)ISO. You manage multiple customers and realize that our security monitoring service is delivered at the desired quality level. You oversee which role security monitoring plays in the security landscape, keep a finger on the pulse in the SOC operation and at the customer and signal when a change in the service is needed (e.g. due to change in IT). In addition, you provide the customer with monthly reports on the service and hold periodic improvement calls.
Furthermore, you are involved in new Sales opportunities and manage implementation and change projects within the SOC that are carried out at your customers or contribute to improving the quality of service.
You will work in a team of dedicated Service delivery managers. Within Northwave, they carry the job title of Security operations manager. Together you will share experiences and discuss improvements for the service delivery. In addition, you will regularly work with our SOC engineers and analysts to discuss incidents and translate customer questions into direct applications.
Automation plays a major role in our SOC. Our rapid growth requires continuous improvement in scalability, efficiency and quality. It is necessary to continuously align SOC services with the increasing number of customers and their requirements.
- Creating structure in the customer’s security landscape
- Advising organizations in risk management and on how to mitigate these risks
- Advising organizations on the proper application of Security monitoring and defining the “scope” together
- Working together in multidisciplinary teams with experts in the areas of people, processes and technology
- Figuring out the question behind the question
- “Translating” technical information