Cybersecurity Service Manager

Description

Published on 04/09/2026 **Mission** ----------- At Tigloo, we commit to seeking all types of talent to build a diverse team, and therefore we seek \#peoplewithpurpose. At TIGLOO, we help our clients protect their systems and digital assets through advanced managed cybersecurity services. We are looking to hire a **Cybersecurity Service Manager** to ensure governance, monitoring, and continuous improvement of the cybersecurity services delivered to our clients. You will serve as the primary coordination point between the client and internal teams responsible for operations, ensuring effective communication, fulfillment of agreed commitments, and continuous service evolution. This position focuses on **service management and governance**, not on technical alert analysis, security platform administration, or commercial activities. **Your Mission** Ensure the proper delivery of managed cybersecurity services, guaranteeing service quality, SLA compliance, customer satisfaction, and effective coordination among all operational areas involved. You will be responsible for providing continuous visibility into service status, identifying risks and deviations, facilitating decision-making, and promoting continuous improvement initiatives. **What will you do on a daily basis?** **Service Governance and Monitoring** * Govern and comprehensively monitor assigned cybersecurity services. * Maintain an end-to-end view of the service, including capabilities, dependencies, and associated risks. * Ensure compliance with Service Level Agreements (SLA) and operational commitments. * Monitor service quality indicators and performance trends. * Identify trends, deviations, and opportunities for improvement. **Customer Relationship Management** * Act as the primary point of contact for assigned customers. * Manage expectations and ensure clear, transparent communication. * Coordinate periodic review meetings, service committees, and executive reviews. * Prepare agendas, reports, presentations, and meeting minutes. * Track agreements, action items, owners, and committed deadlines. * Facilitate communication with IT, Security, CIO, and CISO leaders. **Operational Coordination** * Coordinate technical and operational teams involved in service delivery. * Consolidate information from different functional areas. * Identify bottlenecks and dependencies. * Facilitate collaboration among SOC, engineering, platforms, operations, and third-party vendors. * Apply escalation procedures when required. **Incident and Risk Management** * Coordinate tracking and communication of relevant security incidents. * Ensure proper handling of escalations between customers and internal teams. * Keep risk, issue, and mitigation plan records up to date. * Track corrective and preventive actions. * Participate in coordinating critical situations together with the SOC Manager and response teams. **Reporting and Continuous Improvement** * Produce operational and executive reports. * Present service indicators, risks, incidents, and performance trends. * Maintain updated service governance documentation. * Identify opportunities for continuous improvement. * Track and validate implemented actions. * Drive initiatives aimed at enhancing service quality and maturity. **Profile** ---------- **Expected Functional Knowledge** Functional understanding is expected of services such as: * Security Operations Center (SOC) * Managed Detection \& Response (MDR) * Security Information and Event Management (SIEM) * Endpoint Detection \& Response (EDR/XDR) * Vulnerability Management * Threat Intelligence * Incident Response No technical operation or platform administration tasks are required. **What do we consider essential?** **Experience** * Proven experience in managing, coordinating, or governing IT or cybersecurity services. * Experience in SOC, MDR, SIEM, or managed security service environments. * Experience monitoring SLAs, KPIs, risks, and improvement plans. * Experience coordinating multidisciplinary teams. * Experience managing incidents, escalations, and critical situations. * Experience developing and presenting executive reporting to customers. **Knowledge** * IT service management based on ITIL best practices. * Cybersecurity service governance. * Risk management and continuous improvement. * Service reporting and metric development. * Operational coordination across multiple areas and vendors. **Competencies** * Customer- and service-oriented mindset. * Strong organizational skills. * Excellent oral and written communication skills. * Attention to detail. * Analytical ability. * Prioritization skills. * Problem-solving ability. * Ability to thrive in dynamic, high-pressure environments. **We especially value** * ITIL Foundation certification. * Experience in MSSP services. * Experience participating in service committees with CIOs and CISOs. * Knowledge of ENS, ISO 27001, NIS2, and related compliance frameworks. * Familiarity with concepts such as: * + Use cases. + Monitoring coverage. + Data sources. + Security alerts. + Incident backlog. + SOC case typology. * Experience working with multiple large-scale vendors and customers. * Professional-level English proficiency. We believe in your growth alongside us; therefore, we provide training and career mentoring throughout your professional journey within the company. You will also enjoy flexible working hours, remote work, health insurance, professional stability, and a competitive compensation package. **Who are we?** Tigloo is your technology partner, offering over 40 years of technological expertise in Spain. Now, Tigloo is also part of the DCS GROUP. We have reinvented ourselves—for you and for us—because both of us must be digital and embrace a more collaborative relationship vision. We offer global IT services. * We deliver ICT solutions enabling effective digital transformation. * We provide strategic 360-degree vision, digitally transforming organizations, processes, and people. * We deliver comprehensive security against global threats using the latest technological advances. * We offer full IT service outsourcing across all enterprise stages—from inception through business management and development. If you would like to learn more about this opportunity, please do not hesitate to send us your CV!