Service Delivery Manager - MSS

Help AG is seeking for a highly skilled and experienced Service Delivery Manager - MSS who will play a critical role in ensuring the efficient and effective delivery of our cybersecurity services to our clients. The individual will be responsible for managing service delivery processes, leading a team of cybersecurity professionals, and maintaining strong client relationships.

Responsibilities

• Have a full understanding of the scope of delivery as per the contract and proposal with regards to the customer.
• Identify all contractual KPI and coordinate measurement of the same, internal and to the customer.
• Raise any potential gaps / issues to management before the customer raises it.
• Meetings with clients minimum monthly and on a quarterly basis with management; more often if agreed as part of the scope.
• Prepare all customer meetings with presentation and collecting required information internally.
• Maintain a list of issues / gaps and follow-up internally and provide summary to the customer in the meetings and on request.
• Maintain all presentations, meeting minutes and risk, issues, action, and dependencies (RAID) tracker in a central repository.
• Establish role as a SPOC for Help AG provided services to the customer.
• Customer Escalation Management.
• Identification of upsell or cross sell opportunities for MSS services and liaising with Solution Architecture / BDM team.
• Service incident reporting, via coordination with internal teams’ delivery teams.
• Creation and execution of service remediation/improvement plans with Help AG teams.
• Hands-on experience on 3 or more of the following below MS Services:
  • Managed Detection Response.
  • Managed Vulnerability.
  • Managed Security Controls (FW, Proxy, EDR, PAM).
  • Digital Risk Protection.
  • Digital Forensics and Incident Response.

Qualifications & Skills

• UAE Nationals are encouraged to apply.
• Degree in Computer Science, Information Systems, Computer Engineering, a related degree, or relevant industry experience; Expert skills in IT service delivery.
• Minimum 5 years of experience as a Service Delivery Manager.
• Solid background in IT service management, with expertise in cybersecurity and understanding of management systems including ISMS, BCMS, QMS.
• ITIL accreditation (or equivalent relevant experience).
• Expert skills in usage of Office 365, ITSM Systems.
• Demonstrable knowledge and understanding of information security technologies, concepts and standards.
• Excellent organizational skills, ability to influence and manage customer expectations.
• Customer and team-focused attitude.
• Excellent communication, presentation and training skills.
• Being able to understand complex business processes and activities.
• Flexible work approach, based on the job requirements.
• Active listener.
• Strong interpersonal skills with the ability to collaborate well with others and reconcile differences among resources/departments.

Benefits

• Health insurance with one of the leading global providers for medical insurance.
• Career progression and growth through challenging projects and work.
• Employee engagement and wellness campaigns activities throughout the year.
• Excellent learning and development opportunities.
• Annual flights tickets.
• Inclusive and diverse working environment.
• Flexible/Hybrid working environment.
• Open door policy.

About Us

Help AG, the cybersecurity arm of e&, is the Middle East's trusted cybersecurity partner, enabling governments, enterprises and critical industries to innovate with confidence. Combining strategic consulting, advanced managed security services and deep technology expertise, Help AG helps organisations strengthen cyber resilience, secure AI adoption and build trusted sovereign digital environments. With regional expertise and a customer-first approach, Help AG delivers end-to-end cybersecurity capabilities designed to protect critical operations, manage evolving risks and support secure digital transformation. Through continuous innovation, trusted partnerships and measurable outcomes, Help AG enables organisations to remain resilient, prepared and confident in a complex digital world.