Cybersecurity Service Manager

Location: Geneva · Contract: Permanent · Assignment: long term · Rate: 100% · Start: January 2027

For one of our clients based in Geneva, we are looking for an experienced Cybersecurity Service Manager.

Context

Within the information systems department, the Cybersecurity service is responsible for the organisation's information security policy.

The Cybersecurity Compliance and Governance team is tasked with developing, managing and maintaining the information security management system (ISMS), implementing the normative, regulatory and methodological framework that preserves and guarantees the security of the organisation's information assets.

It advises and supports users in conducting risk analyses and analysing the protection needs of information systems. It also raises employee awareness by organising events and training on cybersecurity best practices.

As a service manager, you are responsible for defining, formalising and structuring the service offerings associated with the Cybersecurity service's missions, and ensuring the maintenance of the quality of all these services.

The position is subject to a security clearance procedure.

Your missions

• Coordinate and control the proper delivery and optimal operation of services, including all applications of the Cybersecurity service

• Coordinate and develop all maintenance activities of a service portfolio, as well as the associated service contracts, offered to business units and partners

• Ensure the delivery of quality services, without regression, covering the agreed functional scope, within deadlines and budgets

• Manage and optimise daily service delivery and operation (notably licences), requesting necessary resources from management

• Participate in service design (capacity, availability, security and service levels)

• Lead and evaluate staff assigned to service delivery

• Coordinate incident and problem resolution related to your services (escalation point), as well as changes and deployments

• Present and document services, notably in the service catalogue and knowledge base

• Conduct qualitative and financial service reviews and ensure technological watch

• Communicate about the service and promote it, ensuring its objectives, options, service levels and scope are well understood

• Keep the service catalogue up to date in collaboration with the IT governance team, and update configuration items (CI) in the appropriate repositories

• Collect monitoring information and performance indicators, and implement service monitoring with the relevant teams

• Ensure compliance with SLAs and participate in their updates

• Participate in contract management with subcontractors to guarantee the quality of services provided and their financial management

• Escalate problems to problem management and, if necessary, coordinate their resolution

• Conduct periodic service reviews and propose continuous improvement plans

• Conduct periodic risk reviews related to services and propose mitigation plans

Education

• University Bachelor’s degree, ideally supplemented by a DAS, or equivalent

• ITIL certifications

Essential skills

• 5 years or more experience in IT service management, ideally in a complex or regulated environment

• Experience on at least one project with multidisciplinary technical teams

• Operational mastery of ITIL best practices (incident management, change management, service levels/SLAs, etc.)

• Strong technological knowledge enabling dialogue with experts (infrastructure, equipment, security, data, etc.)

• Ability to organise and structure own work and that of cross-functional teams in a matrix environment

• Ability to monitor, manage and produce reporting on budgetary aspects of delivered services (cost tracking, internal billing, forecasts)

Desirable skills

• Experience in information security and/or data protection, and knowledge of related issues

• Good knowledge of information systems security methodologies and best practices and their management (ITIL, ISO 9000, ISO 20000 and ISO 27000 families)

• Proven skills in analysis and synthesis, dashboard development and technical risk assessment

• Proven project management skills and associated methodologies (e.g. PMP, Agile) and coordination of cross-functional teams

• Ability to assess the criticality level of a situation and make decisions accordingly or refer to hierarchy

• Experience in developing roadmaps

• Experience in risk identification and development of mitigation plans

• Ability to coordinate evaluation and costing of solutions

• Proven ability to negotiate to reconcile user expectations, technical constraints and compliance with service commitments (SLAs)

• Experience collaborating with subcontractors

• Knowledge of procurement and tender processes

Languages

• Excellent command of French, both written and spoken

Personal qualities

• High integrity and personal ethics, ability to maintain absolute confidentiality and discretion regarding processed information

• Service mindset: commitment, empathy, listening, transparency, operational excellence

• Leadership: ability to unite different stakeholders around common goals

• Sense of responsibility and client and user contact

• Initiative

• Flexibility and adaptability

• Teamwork skills and stress resistance

• Ability to adapt communication to interlocutors and simplify complex concepts

• Synthesis skills: ability to structure and simplify complex and heterogeneous information

• Organisational skills: ability to reconcile RUN and BUILD activities

• Adherence to values of understanding, service mindset, professionalism and collaboration