The Company
Our client has been built via
organic growth and is quite successful having acquired some major framework contracts with the
European Institutions.
Recently the decision has been taken to reinforce the Program Management & Business
Development functions in order to better tap into upcoming opportunities and exploit existing

Position overview
This position aims at managing the definition of Service Level Agreements (SLAs), Operational Level
Agreements (OLAs) contracts and Key Performance Indicators (KPIs) in the field of Cyber Defense. It
encompasses the negotiation, definition and monitoring of the contracts with the various
stakeholders, business domains, customers and constituency of the Contracting EU-Is, in alignment
with the agreed operational and cyber defense strategy. This role has overall accountability over the
staff that monitors, report and fulfil the SLAs and to take mitigation action in case of non-fulfilment
of agreements. This function also contributes to the development of the maintenance of the budget
together with the ICT and finance stakeholders.

This position reports to the Managing Director.

Key duties and responsibilities of which the appointed candidate will be accountable are to:
  • Coordinate and ensure the efficient delivery of services as defined in MoUs and associated SLAs
  • Ensure SLA achievement and high level of customer satisfaction
  • Manage incidents and change managements (ITIL definition)
  • Manage problems (ITIL definition)
  • Propose enhancements to service delivery processes
  • Develop and maintain service catalogues including associated cost model
  • Propose Service key performance indicators
  • Ensure the execution of daily tasks and duties as planned in the services
  • Coordinate the execution of projects with project managers and/or business units
  • Prepare and provides to the management reports on the service detailing performed activities, measuring the quality of the service and evaluating its compliance with Service Level Agreements
  • Ensure appropriate follow-up of issues escalated to other teams
  • Organize and prepare monthly service review meetings with management
  • Prepare quarterly service review meetings with customers
  • Identify service improvements and service development opportunities
  • Organize, plan, monitor and report on planned activities and duties
  • Ensure efficient capacity planning
  • Analyse and propose solutions for the continuous productivity Improvement
  • Manage the implementation and monitoring of the cyber defense infrastructure with quality assurance and security
  • Ensures that activities are conducted in accordance with organizational rules, processes and standards
  • Evaluates and recommends investments based on new technologies
  • Ensures the effectiveness of the cyber defense infrastructure and associated risk management
Specific Requirements:
  • IT Service Management experience
  • Cyber Security Service/Program Management
At least some certifications among the following is mandatory:
  • CISSP (Certified Information Systems Security Professional)
  • CISA (Certified Information Systems Auditor)
  • CISM (Certified Information Security Manager)
  • or an equivalent certification recognized internationally (subject to acceptance as a valid credential by the EU-I)
  • ITIL Foundation Certification
  • ITIL Practitioner

Following certifications are desirable: 

  • ITIL Service Manager Certification
  • CRISC (ISACA Certified in Risk and Information Systems Control)


  • Risk Assessment methodologies: EBIOS, CRAMM, PILAR or equivalent (subject to acceptance by the
    EU-I) with at least 1 year experience


  • ITIL V3 (at least 8 years)
  • Project management methodologies such as PMBOK from PMI or equivalent - subject to
    acceptance by the EU-I (at least 3 years)

Specific Skills: 

  • Networking (TCP/IP, SNMP, DNS, Syslog-ng, etc.)
  • Experience with Service/Program management (at least 8 years)
  • Products/Tools:
    • Project management tools such as MS Project or equivalent - subject to acceptance by the

Candidate Profile: 

The ideal Candidate profile will encompass:

  • Entrepreneurial approach, with drive and charisma.
  • Seniority in terms of experience (the ideal candidate should have 10/15 years of positive
    business track record)
  • Determination and professionalism to build the morale and momentum of the team, so as
    to inject enthusiasm and energy into Unit activity, as well as reflecting in the relationship
    with the clients the winning image of the company.
  • Fully aware of the P&L management requirements. Holds a University degree.
  • Is not only literate, but well acquainted with the use of IT tools required to prepare
  • Has good presentation skills and he’s/she is fluent in English, besides the local mother
    tongue to interact with client’s as well as with the International colleagues of the Global
    Account team. Knowledge of German and any other European language will be a plus.
  • Customer oriented, with a proper focus on customer satisfaction and service, is able to
    understand end-users requirements and is able to position properly his/her portfolio of
    services and solutions towards the competition.


This email address is being protected from spambots. You need JavaScript enabled to view it. - Managing Director

Raffaele Remmo -  


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