CSOC Service Manager (Dutch speaking)

Are you ready to take the next step in your career and do you want to contribute to the digital security of the Netherlands? With us, you connect not only people, but also systems, processes, and data. As a System Integrator, we ensure that all technological components work together seamlessly. This is how we help organizations stay one step ahead in a world that is digitizing at lightning speed.

As CSOC Service Manager, you report to the Director Networking & Security Services within the Tech Hub Network & Security. In this role, you hold ultimate responsibility for the security services that KPN delivers within the CSOC program. You maintain control over a reliable and predictable run, and you are the owner of the product vision and the service backlog. In doing so, you contribute to KPN's position as a strategic security partner for the Netherlands.

As CSOC Service Manager, you are responsible for the delivery, management, and further development of the CSOC service. You ensure that the service is delivered as contractually agreed. You are the face to the customer, who must notice that KPN meets its agreements and communicates proactively about progress, risks, and deviations. You manage project and run work together from a single plan and a single backlog. You translate customer needs and technological developments into a product vision that everyone stands behind. You are the fixed point of contact for the customer at CISO, executive, and IT management levels.

1. Control and service delivery: From the demand role, you exercise control over the entire chain. You manage based on the agreed service levels and the XLA, and you act as the client for the management organization and the suppliers.
2. Governance and control: You set up the governance and maintain it consistently, with clear roles and a RACI, a fixed meeting cadence, and a log for actions, decisions, and dependencies. You report deviations in a timely manner, and you always escalate with a proposal for corrective action.
3. Product vision and backlog: Together with the customer and the team, you develop a vision for the service. You translate this into a single prioritized backlog for project, run, and improvement work. You determine what is delivered and when.
4. Capacity and continuity: You ensure that the contracted roles are structurally filled and that there is a screened backup for every critical role. People are only moved after coordination with the customer team.
5. Innovation and further development: You follow developments in the market, technology, and the threat landscape. You discuss these structurally with the customer's CISO and translate them into defined pilots and improvement proposals with a clear business case.
6. Release and change management: You draw up the release plan and manage changes in platform, functionality, and detection content in a controlled manner through the chain.
7. Reporting, compliance, and finance: You make quality, progress, and operational results visible to the customer and management. You monitor the follow-up of pentest and audit findings. Together with the Business Manager, you manage a healthy balance between quality, continuity, and costs.

Job requirements
You are an experienced service manager with the mindset of a product owner. You switch easily between the CISO, IT management, and technical teams, and you translate complex security issues clearly into results for the customer. You take ownership, even when things get difficult, and you are visibly present at the customer site. You manage based on facts and agreements. You are open about what is going well and what is not, and you hold the line when priorities are under pressure. You connect the team, the customer, and the internal organization into one team.

In addition, you possess:

• WO working and thinking level, with extensive experience in ICT services or service management in complex, mission-critical environments.
• Knowledge of and experience with security monitoring, such as SOC, SIEM, detection, and incident response.
• Experience as a product owner or with Agile working, backlog management, and release planning.
• Experience managing suppliers and management organizations regarding service levels, and with preparing decisions at the executive level.
• Affinity with the government and highly secured environments. Knowledge of frameworks such as BIO and ABDO is a plus.
• The willingness to undergo a security screening and to perform work primarily on-site.
• Good command of the Dutch language, Dutch speaking only

An AIVD screening is a mandatory part of the application procedure