Devoteam Cyber Trust | IT and Telecom Service Manager | Telecom Sector

Company Description

Devoteam Cyber Trust is the Cybersecurity specialist arm of the Devoteam Group. With our 800+ experts located across EMEA, we aim to establish cybersecurity as an enabler of business success rather than a gatekeeper. We leverage an end-to-end approach to Cyber Resilience, Applied Security, and Managed Security services to secure the tech journey of large and medium-sized companies from all sectors and industries.

Since 2009, previously known as INTEGRITY, our team based in Portugal is specialised in providing cutting-edge Managed Security Services that combine its expertise and proprietary technology to consistently and effectively reduce the cyber risk of our clients.

The comprehensive service range includes Persistent Intrusion Testing, ISO 27001, PCI-DSS, GRC Consulting and Solutions, and Third-Party Risk Management. ISO 27001 (Information Security) and ISO 9001 (Quality) certified, PCI-QSA, and member of CREST and CIS - Centre for Internet Security, we provide services to a considerable number of clients, operating in more than 20 countries.

Job Description

We are looking for an experienced Cyber Service Delivery Manager to oversee the management and delivery of IT and telecommunications services. This role involves ensuring high-quality service delivery, managing SLAs, coordinating technical teams, and driving continuous improvement initiatives. The ideal candidate should have strong expertise in telecom technologies (4G/5G, VoIP, SD-WAN, cloud services, etc.), IT service management (ITIL), and performance monitoring, along with excellent problem-solving and leadership skills..

• Define, negotiate, and monitor SLAs to ensure service quality and customer satisfaction.

• Align IT and telecom services with business objectives and strategic goals.

• Oversee incident, problem, and change management processes following ITIL best practices.

• Manage and optimize network infrastructure (mobile, fixed, cloud, VoIP, SD-WAN).

• Ensure adherence to security standards (ISO 27001) and best practices for data protection.

• Utilize monitoring tools to track SLAs, KPIs, and service performance.

• Lead and mentor technical and support teams, fostering a culture of excellence.

• Act as a bridge between technical teams, vendors, and clients, ensuring smooth communication.

• Manage contracts and relationships with telecom providers, cloud vendors, and IT partners.

• Identify root causes of service issues and implement effective, long-term solutions.

• Drive process optimization using PDCA methodology for continuous improvement.

• Stay updated on emerging telecom and IT trends to enhance service offerings.

Qualifications

• Bachelor's degree in Information Technology, Telecommunications, Computer Science, Engineering, or a related field.
• 5+ years of experience in IT and/or telecommunications service management.
• Hands-on experience in IT service delivery, network operations, and telecom infrastructure.
• Previous experience working with telecom operators, ISPs, or enterprise IT environments is preferred.
• Strong knowledge of telecommunications technologies (4G/5G, fiber optics, VoIP, SD-WAN, cloud services, networking, databases).
• Experience with IT service management frameworks (ITIL, COBIT).
• Familiarity with monitoring tools for tracking SLAs, KPIs, and system performance.
• Understanding of cybersecurity principles and compliance standards (ISO 27001, GDPR, NIST, etc.).
• Ability to work with incident, change, and problem management processes.

Certifications (Preferred but Not Mandatory)

• ITIL Foundation (ITIL Intermediate or Expert is a plus).
• ISO 27001 Certification (or equivalent security-related certification).
• Project Management Certifications (PMP, PRINCE2, Agile, or Scrum).
• Cisco (CCNA, CCNP) or equivalent networking certifications (a plus).

Additional Information

What we offer:

• Professional development and monitoring talent;
• Commitment to our employees' development;
• Collaboration in a company that is constantly growing and evolving;
• Strong organisational culture: collaboration, sharing, flexibility, integrity and low ego.

Would you like to join our team? Then send your CV.