VP of Customer Success and Cyber Operations (Deliver)

VP of Customer Success and Cyber Operations

UK or NL  

At NCC Group, our mission is to create a more secure digital future. That mission underpins everything we do, from our work with our incredible clients to groundbreaking research shaping our industry. Our teams' partner with clients across a multitude of industries, delving into, securing new products, and emerging technologies, as well as solving complex security problems. As global leaders in cyber and escrow, NCC Group is a people-powered business seeking the next group of brilliant minds to join our ranks.    

Our managed services division is a significant enabler to NCC Groups growth strategy. It focuses on delivering scalable, cutting-edge managed security services, ranging from vulnerability scanning through to world class threat management services (MDR/XDR/EDR/NDR etc).  As we continue to grow and evolve based on increasing client demand, we seek a commercially minded and operationally excellent Director of Customer Success and Cyber Operations to lead the global in-life management of our managed cybersecurity services. 

This role is responsible for ensuring the ongoing success, satisfaction, and operational performance of our customers across services such as SOC, XDR, ASM, Bug Bounty, and more. The role will not be responsible for the build or implementation of services, which is managed by a separate function. 

In addition to operational leadership, the role carries commercial accountability for improving gross margin, driving customer expansion, and transforming the unit to increase revenue per head and reduce cost through automation and efficiency. 

Customer Success is a pivotal function within NCC.  Ensuring that our service levels are maintained at the highest standard by supporting our clients proactively and dealing with customer escalations and issues in a timely manner.  Customer Success is the glue that brings together the breadth of services that NCC has to offer and ensure that our clients receive world class service levels, 

Summary  

Customer Success & Service Operations 

• Lead the in-life delivery and performance of all managed cyber services globally. 

• Ensure operational excellence across SOC, XDR, ASM, Bug Bounty, Technical Assurance Servies and Consultancy services. 

• Own the customer experience post-deployment, including service health, performance, and value realisation. 

• Develop and manage frameworks for customer escalations and continuous improvement in Net Promoter Score (NPS). 

Project & Program Management (Build/Implementation) 

• Provide strategic oversight of a global team of Project and Programme Managers responsible for delivering NCC Group-wide services. 

• Ensure alignment of project delivery with business objectives, customer expectations, and operational readiness. 

• Oversee Technical Account Managers (TAMs) and Service Transition Managers (STMs) to ensure seamless handover from build to run. 

• Champion consistent project governance, reporting, and risk management practices across all regions. 

Operational & Team Leadership 

• Lead globally distributed teams responsible for in-life service operations and customer success. 

• Build and nurture a high-performing, collaborative culture across time zones and functions. 

• Drive operational efficiency through AI, automation, and process optimization. 

• Ensure team structures, capabilities, and capacity are aligned to current and future service demands. 

Commercial & Strategic Growth 

• Own and manage the cost base for the function, with a focus on improving gross margin and revenue-per-head metrics. 

• Identify and support customer expansion opportunities in collaboration with Sales and Product teams. 

• Lead transformation initiatives to scale operations, reduce cost, and enhance service value. 

• Use data and insights to inform strategic decisions and drive continuous improvement. 

Key KPI’s to include: 

• Net Promoter Score, Renewal %. 

• Onboarding Time. 

• Mean time to Detection (MTTD), Mean time to Respond (MTTR), Queue backlog time. 

• Customer Healthcare Monitoring, Upsell/Cross sell impact. 

What we are looking for in you  

• Significant progressive leadership experience in cybersecurity services, customer success, or operations, with a strong focus on managed service environments. 

• Proven global leadership experience, managing diverse, cross-functional teams across multiple geographies and time zones. 

• Demonstrated success in leading large-scale, in-life service operations for complex cybersecurity offerings such as SOC, XDR, ASM, and Bug Bounty. 

• Experience overseeing global project and programme delivery functions, with a strong grasp of governance, stakeholder management, and delivery assurance. 

• Deep understanding of customer success frameworks, including NPS, CSAT, and escalation management. 

• Strong commercial acumen with a track record of improving gross margin, increasing revenue per head, and driving customer expansion. 

• Expertise in project and program management methodologies (e.g., Agile, PRINCE2, PMP), with the ability to align delivery with strategic business goals. 

• Proven ability to drive organizational change, lead transformation initiatives, and embed a culture of continuous improvement and innovation. 

• Exceptional leadership and people management skills, including coaching, performance management, and team development. 

• Excellent communication, stakeholder engagement, and executive reporting capabilities. 

• Business transformation (e.g. labour arbitrage, Shift left, AI adoption) 

Preferred Skills: 

• Familiarity with AI-driven automation in cybersecurity or service delivery. 

• PMP, ITIL, or similar certifications. 

• Experience in high-growth, fast-paced technology environments. 

Ways of working  

Focusing on Clients and Customers.   

Working as One NCC. 

Always Learning. 

Being Inclusive and Respectful.  

Delivering Brilliantly.   

Looking Externally  

Our company  

At NCC Group, our mission is to create a more secure digital future. That mission underpins everything we do, from our work with our incredible clients to groundbreaking research shaping our industry. Our teams' partner with clients across a multitude of industries, delving into, securing new products, and emerging technologies, as well as solving complex security problems. As global leaders in cyber and escrow, NCC Group is a people-powered business seeking the next group of brilliant minds to join our ranks.    

Our colleagues are our greatest asset, and NCC Group is committed to providing an inclusive and supportive work environment that fosters creativity, collaboration, authenticity, and accountability. We want colleagues to put down roots at NCC Group, and we offer a comprehensive benefits package, as well as opportunities for learning and development and career growth. We believe our people are at their brilliant best when they feel bolstered in all aspects of their well-being, and we offer wellness programs and flexible working arrangements to provide that vital support.  

Come join us?  

What do we offer in return?  

We have a high-performance culture which is balanced evenly with world-class well-being initiatives and benefits: 

⏰Flexible working  

💸 Financial & Investment  

Pension  

Life Assurance 

Share Save Scheme 

Maternity & Paternity leave 

🙋🏾Community & Volunteering Programmes  

⚡ Green Car Scheme  

🚴 Cycle Scheme  

🧑🏻‍🤝‍🧑🏻 Employee Referral Program  

🧘🏻 Lifestyle & Wellness  

🎓 Learning & Development  

👨🏿‍🦽 Diversity & Inclusion 

So, what’s next?  

If this sounds like the right opportunity for you, then we would love to hear from you! Click on apply to this job to send us your CV and cover letter and the relevant member of our global talent team will be in touch with you. Alternatively send your details to global.ta@nccgroup.com . 

About your application 

We review every application received and will get in touch if your skills and experience match what we’re looking for. If you don’t hear back from us within 10 days, please don’t be too disappointed – we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles. 

If you do not want us to retain your details, please email global.ta@nccgroup.com. All personal data is held in accordance with the NCC Group Privacy Policy (candidate-privacy-notice-261023.pdf (nccgroupplc.com)). We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage. 

Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process. This role being advertised will be subject to BS7858 screening as a mandatory requirement.