Cybersecurity Service Manager

Description

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 be the primary coordination point between the client and internal teams responsible for operations, ensuring effective communication, fulfillment of commitments, and continuous service evolution. This position focuses on **service management and governance**, not 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 across 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 daily?** **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 (SLAs) and operational commitments. * Monitor service quality indicators and performance trends. * Identify trends, deviations, and opportunities for improvement. **Customer Engagement** * Act as the primary contact point 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, CIOs, and CISOs. **Operational Coordination** * Coordinate technical and operational teams involved in service delivery. * Consolidate information from different areas. * Identify bottlenecks and dependencies. * Facilitate collaboration among SOC, engineering, platforms, operations, and third-party providers. * Apply escalation procedures when required. **Incident and Risk Management** * Coordinate tracking and communication of relevant security incidents. * Ensure proper escalation management between customers and internal teams. * Keep risk, problem, and mitigation plan records up to date. * Track corrective and preventive actions. * Participate in critical situation coordination alongside the SOC Manager and response teams. **Reporting and Continuous Improvement** * Prepare operational and executive reports. * Present indicators, risks, incidents, and service evolution. * Keep service governance documentation updated. * Identify continuous improvement opportunities. * Track and validate implemented actions. * Drive initiatives aimed at increasing service quality and maturity. **Expected Functional Knowledge** Functional understanding is expected for 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 administration tasks for these platforms 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 preparing and presenting executive reporting to clients. **Knowledge** * IT service management based on ITIL best practices. * Cybersecurity service governance. * Risk management and continuous improvement. * Preparation of service reports and metrics. * Operational coordination across multiple areas and providers. **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 work in dynamic, high-demand environments. **Especially Valued** * 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 studies. * Experience working with multiple large-scale providers and clients. * Professional-level English proficiency. We believe in your growth with us — to that end, we provide training and professional mentoring throughout your career within the company. You’ll also enjoy flexible working hours, remote work, health insurance, professional stability, and competitive compensation. **Who are we?** Tigloo is your technology partner — we offer over 40 years of technological expertise in Spain. Furthermore, Tigloo is now part of GRUPO DCS. We have reinvented ourselves — for you and for us — because both of us must be digital and adopt a more collaborative relationship vision. We deliver global IT services. * We provide ICT solutions for effective digital transformation. * We bring a 360-degree strategic vision, digitally transforming organizations, processes, and people. * We provide global security against global threats using the latest technological advances. * We offer IT service outsourcing across all enterprise phases — from inception through business management and development. If you’d like to learn more about this opportunity, don’t hesitate to send us your CV!