Title:  Service Manager - Cyber Security Services

Job ID:  94264
Country:  Spain
City:  Madrid
Professional area:  Information Technology
Contract type:  Permanent
Professional level:  Experienced

Madrid, M, ES, 0000


Service Manager - Cyber Security Services


What this role is about?

This position exists to support the consistent, effective and efficient delivery of outsourced cyber security services.

The Cyber Security Service Management function must maintain a close partnership with the other cyber security teams as well as JTI service providers. You will play liaison role in coordination of activities between the outsourcing partner and JTI functions; setting priorities, manages escalations, ensures timely and accurate SLA reporting.

The function will report to Cyber Security Delivery Manager, JTI Security Teams, and external security vendors to maintain and support the implementation of agreed service strategies and solutions.



What will you do?

  • Actively manage and monitor outsourced services and support to ensure service quality and efficiency, and achievement of service delivery objectives and deadlines.
  • Monitor and maintain controls/KPIs to ensure outsourced security services meet contractual commitments/SLAs, validate SLA reports, ensure proper visibility on the SLA reporting to interested parties and escalate deviations to the service delivery lead
  • Prepare and deliver service reports for management
  • Ensure that that the improvement plans are implemented according to JTI expectations and in alignment with JTI roadmaps
  • Ensure all service processes including incident, change and problem management are executed following stipulated ITIL and agile best practices
  • Support the Cyber Security Delivery Manager in ensuring the timely delivery of the outsourced security services, as per JTI quality standards, and in fulfilment of agreed-upon commitments, contractual obligations and service level agreement.
  • Strive for maximum effectiveness of all activities, minimize efforts and budget, maximize automation, challenge processes, and drive improvements
  • Maintain and ensure good relationships between JTI cyber security teams and the service provider
  • Manage and resolve service tasks effectively and efficiently, and within the agreed timelines
  • Drive service provider to continuously meet and exceed JTI's expectations, and constantly aim to improve quality and efficiency of outsourced services delivery
  • Manage and maintain a good relationship and collaboration with JTI Cyber Security vendors.
  • Address any concerns from service provider´s side and ensure these are being handled and resolved
  • Support and work together with the service provider to continuously enhance the maturity of the outsourced services



What are we looking for?

  • University degree in Computer Engineering, Information Systems, or related field or relevant experience
  • 2+ years of experience in Information Technology, with particular focus on Service Management and governance, Cyber Security
  • Experience in cyber security service management and support in a global environment
  • Excellent reporting skills
  • Strong communication and presentation skills
  • Coordination, organizational and meeting facilitation skills
  • IT Service Process management and Standard/Procedures literacy
  • Having previous experience within Project Management would be highly beneficial            
  • IT best practices knowledge – ITIL Certificate would be a huge asset


What are the next steps – Recruitment Process:


Thank you very much for your interest in the role. You are welcome to apply. We will make sure every candidate will receive a reply within 2 weeks after the application deadline. 



Job Segment: Cyber Security, Service Manager, Project Manager, Information Systems, Security, Customer Service, Technology