Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billions of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Cybersecurity Service Delivery Manager / Project Manager

Position Overview

The Cybersecurity Service Delivery Manager / Project Manager is responsible for ensuring the successful delivery, governance, and continuous improvement of cybersecurity services and projects. The role acts as a key interface between customers, cybersecurity teams, technical stakeholders, and management.

The position combines service delivery management, project management, customer relationship management, operational governance, and cybersecurity expertise to ensure that contracted services are delivered according to agreed Service Level Agreements (SLAs), quality standards, timelines, and business expectations.

Key Responsibilities

Service Delivery Management

Act as the primary point of contact for customers regarding cybersecurity service delivery.
Ensure cybersecurity services are delivered in accordance with contractual commitments, SLAs, KPIs, and agreed service levels.
Monitor service performance and identify deviations, risks, and improvement opportunities.
Coordinate operational activities across SOC, CSIRT, SIEM, vulnerability management, threat intelligence, and other cybersecurity teams.
Ensure timely follow-up and resolution of incidents, service issues, and customer escalations.
Prepare and lead regular service reviews and operational governance meetings with customers.
Consolidate service KPIs, performance indicators, highlights, risks, and points of attention for management reporting.
Drive continuous improvement initiatives to increase service quality, efficiency, and customer satisfaction.

Cybersecurity Project Management

Plan, coordinate, and manage cybersecurity projects from initiation through completion.
Define project scope, objectives, deliverables, milestones, resources, dependencies, and timelines.
Coordinate internal and external stakeholders throughout the project lifecycle.
Manage project risks, issues, actions, dependencies, and change requests.
Ensure projects are delivered on time, within scope, and according to agreed quality standards.
Establish project governance and reporting mechanisms.
Prepare project status reports and communicate progress to customers and management.
Coordinate technical teams during cybersecurity implementations, migrations, upgrades, and transformation projects.

Customer & Stakeholder Management

Develop and maintain strong relationships with customers and key stakeholders.
Understand customer requirements, expectations, priorities, and business objectives.
Act as an escalation point for service delivery and project-related matters.
Communicate complex cybersecurity topics clearly to both technical and non-technical audiences.
Manage customer expectations and ensure transparency regarding service performance, risks, and challenges.
Identify opportunities to improve the customer experience and expand cybersecurity services where relevant.

Governance, Reporting & Continuous Improvement

Define and maintain service delivery standards, processes, templates, and workflows.
Develop dashboards and reporting mechanisms to monitor cybersecurity service performance.
Track KPIs, SLAs, operational metrics, project milestones, and service quality indicators.
Identify recurring issues and implement corrective and preventive actions.
Lead service improvement initiatives and process optimization.
Ensure appropriate documentation of processes, procedures, decisions, and lessons learned.
Contribute to the development and standardization of cybersecurity service delivery practices.

Key Deliverables

Service Level Agreement and KPI monitoring
Monthly / quarterly service reports
Customer service review presentations
Project plans and project status reports
Risk and issue registers
Action and decision logs
Cybersecurity dashboards
Continuous improvement plans
Service governance documentation
Project closure and lessons-learned reports

Required Skills & Experience

Professional Experience

3+ years of experience in Service Delivery, Project Management, IT Service Management, or Cybersecurity.
Experience managing (cybersecurity) services in an enterprise environment.
Experience coordinating technical and cross-functional teams.
Proven experience in customer-facing roles and stakeholder management.
Experience managing multiple projects and priorities simultaneously.
Experience with SLAs, KPIs, service reporting, and operational governance.

Cybersecurity Knowledge is a plus

Knowledge of IT security practices, including identity and access management, vulnerability management, network and operating system security, and application security
Competence in cryptography and data security
Knowledge of information security standards and regulations
Experience in detecting and responding to information security incidents, including compliance management and conducting information security audit

Project Management Skills

Strong project planning and coordination skills.
Ability to manage scope, schedule, risks, dependencies, resources, and deliverables.
Strong organizational and problem-solving skills.
Ability to manage complex projects involving multiple technical teams and stakeholders.
Knowledge of Agile, Waterfall, or hybrid project management methodologies.

Soft Skills

Strong customer and stakeholder management skills.
Excellent communication and presentation skills.
Strong analytical and problem-solving capabilities.
Ability to work under pressure and manage competing priorities.
Strong leadership and coordination skills.
Proactive and solution-oriented mindset.
Ability to translate technical cybersecurity topics into business-oriented language.
Strong sense of ownership and accountability.

Education & Certifications

Bachelor's or Master's degree in Computer Science, Information Technology, Cybersecurity, or a related field is preferred.
Relevant professional experience may be considered equivalent to formal education.
Project management certifications such as PMP, PRINCE2, or Agile/Scrum are a plus.
IT service management certifications such as ITIL are a plus.

Languages

Fluent French & English are required.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!

Service Delivery Manager