Service Delivery Manager – Penetration Testing

Service Delivery Manager - Penetration Testing

Who are we?

It all starts with the mission: NVISO is here to protect European society from potentially devastating cyber attacks This means we offer cyber security services to private and governmental organizations to help them better prepare for, prevent, detect and respond to cyber security incidents.

All of this is built on four fundamental values that define who we are: We are Proud, We Break Barriers, We Care and No BS

What will you do?

As a Service Delivery Manager within our Penetration Testing team, you are responsible for ensuring the effective planning, coordination and delivery of penetration testing engagements across our teams and customers.

You act as the operational link between our penetration testers, customers and internal stakeholders. You ensure that projects are properly planned, the right resources are available, commitments towards customers are realistic, and projects are delivered on time and according to our quality standards.

1. Capacity & Resource Planning

• Own and maintain the capacity and resource planning of the Penetration Testing team.
• Maintain visibility on available capacity, planned work, absences and upcoming demand.
• Allocate penetration testers to projects based on availability, required skills, customer requirements and development opportunities.
• Identify capacity constraints, overbooking and planning conflicts early and drive their resolution.
• Work closely with sales and service leadership to translate the commercial pipeline and expected demand into resource requirements.
• Provide visibility and forecasts on utilization, capacity and future resource needs.
• Balance short-term project requirements with sustainable team utilization and longer-term capacity needs.

2. Project Management & Delivery

• Own the operational planning and follow-up of penetration testing engagements.
• Translate confirmed customer engagements into clear project plans, timelines and resource requirements.
• Coordinate multiple concurrent penetration testing projects and ensure priorities are clear.
• Ensure projects are properly staffed and confirmed within the agreed planning process.
• Track project progress, deadlines, dependencies and deliverables.
• Proactively identify delivery risks and take action when projects are at risk of delay, overrun or under-delivery.
• Coordinate changes in scope, timing or resource requirements with the relevant stakeholders.
• Ensure clear ownership throughout the project lifecycle, from planning and kick-off through testing, reporting and closure.
• Continuously improve project management and planning processes based on delivery data and lessons learned.

3. Client & Stakeholder Management

• Act as a key point of contact for customers regarding planning and delivery of penetration testing engagements.
• Set and manage realistic expectations regarding timelines, availability, deliverables and dependencies.
• Maintain strong relationships with customers and ensure delivery commitments are understood and followed up.
• Coordinate with technical leads and penetration testers when technical input or escalation is required.
• Work closely with sales and pre-sales to ensure proposed timelines and delivery commitments are operationally feasible.
• Provide clear reporting on project status, delivery risks, capacity and relevant operational KPIs.

4. Service Delivery & Continuous Improvement

• Monitor penetration testing delivery performance and identify recurring bottlenecks or improvement opportunities.
• Ensure delivery processes are documented, consistently followed and continuously improved.
• Help improve forecasting, planning accuracy, utilization and predictability of service delivery.
• Contribute to the evolution of our penetration testing services and operating model.
• Support the adoption of tooling and automation that improves planning, project management and service delivery.

Requirements

• Experience in project management, service delivery, resource management or a similar operational role.
• Experience working in cybersecurity, IT consulting or another professional-services environment.
• Strong planning and organizational skills, with the ability to manage multiple concurrent projects and changing priorities.
• Demonstrated ability to manage capacity, resources and competing delivery requirements.
• Strong stakeholder-management and communication skills.
• Ability to engage confidently with customers as well as technical teams.
• Sufficient technical understanding of penetration testing and cybersecurity to understand project requirements, skills req