Senior Service Delivery Manager

Neurosoft
is a leading Managed Services Provider (MSP) that specializes in offering end-to-end premium integrated services in the areas of Cyber Security, Technology Solutions and Field Services. Our services are designed to meet our customers' holistic needs to increase efficiency and security, supporting business resilience and continuity. Neurosoft is active in Greece and Cyprus in both private and public sector projects and has been listed on the Italian Stock Exchange since 2009 while currently employing 300+ highly skilled professionals with deep expertise in their fields.

The statutory majority shareholder is Allwyn.

We’re looking for an experienced Senior Service Delivery Manager to take full ownership of complex Cyber Security projects. The role is responsible for driving project delivery, ensuring SLA adherence, coordinating vendors, overseeing project and service financials, and managing service requests.

This position ensures that managed and security services are delivered in line with contractual obligations and customer expectations, while bridging technical operations with business needs. It acts as the primary operational liaison between the end customer and Neurosoft’s internal teams.

If you thrive in fast‑paced environments, enjoy turning complexity into clarity, and take pride in successful delivery, this role is for you.

• Lead end-to-end project management activities for CDS critical accounts
• Coordinate resources, timelines, and deliverables across multiple concurrent activities, ensuring alignment with partner and end‑customer expectations and project milestones.
• Conduct regular project status meetings, provide updates to stakeholders, and proactively mitigate risks to project success.
• Maintain and manage project documentation, including project plans, RACI matrices, and status reports.

• Act as the primary operational point of contact between the end‑customer and the Neurosoft internal teams, ensuring effective day‑to‑day service delivery.
• Monitor ongoing service activities and coordinate follow‑up on action items, ensuring timely completion and accountability across internal teams.
• Communicate NOC and SOC‑driven requests, requirements, and findings to customers, translating technical activities into business‑relevant insights.
• Ensure internal alignment with technical teams on service scope, deliverables, and ongoing operational activities.

• Monitor service performance against agreed SLAs and KPIs, identifying trends and areas for improvement to optimise service delivery.
• Produce and deliver standard and custom monthly operational and SOC performance reports to the end customer.
• Conduct regular and ad‑hoc customer meetings to review service performance, discuss feedback, and address ongoing topics.
• Conduct Business and Service Review meetings with customers to strengthen engagement, enhance service delivery, and gather feedback.

• Track, reconcile, and report on associated costs across the project’s customer base.
• Collaborate with commercial teams on renewals, scope changes, invoicing, and customer‑facing financial reporting.
• Maintain accurate records of license allocations and proactively flag upcoming renewal or procurement requirements.

• Manage relationships with third‑party vendors and technology partners involved in the service.
• Coordinate with vendors on issue resolution, service requests, and escalation management.
• Monitor vendor performance against contractual commitments and SLAs, driving accountability and continuous improvement.

• Manage BAU service requests (e.g., access management, onboarding, configuration changes, audits, general inquiries) ensuring timely and accurate handling.
• Triage and prioritize incoming requests based on urgency, impact, and service scope alignment.
• Serve as a point of escalation for customer issues, complaints, or service disruptions, ensuring effective and timely resolution.
• Handle customer‑reported issues and feedback, coordinating with internal teams for resolution and continuous improvement.
• Optimize…