Service Delivery Associate (Cyber Defense Services) - Full-time

Neurosoft is a leading Managed Services Provider (MSP) that specializes in offering end-to-end premium integrated services in the areas of Cyber Security, Technology Solutions and Field Services. Our services are designed to meet our customers’ holistic needs to increase efficiency and security, supporting business resilience and continuity. Neurosoft is active in Greece and Cyprus in both private and public sector projects and has been listed on the Italian Stock Exchange since 2009 while currently employing 300+ highly skilled professionals with deep expertise in their fields. The statutory majority shareholder is Allwyn.

The Service Delivery Associate act as the primary point of contact between customers and the MDR/SOC service, ensuring effective communication, alignment, and consistent service delivery. The role bridges technical operations with business needs, guaranteeing that security services are delivered in line with customer expectations, contractual obligations, and agreed service levels.

📌 Location: Athens (North)

📍 Working Model: Hybrid

Reporting to: Senior Service Delivery Manager

Responsibilities:

• Serve as the primary liaison between customers and CDS teams, translating technical findings into clear, business-relevant insights
• Ensure timely and structured customer communication through regular updates, status reports, and proactive follow-ups
• Monitor service performance against SLAs, ensuring issues are escalated and resolved within agreed timeframes
• Lead end-to-end customer onboarding, from kickoff to service go-live, ensuring a seamless transition into operations
• Manage ongoing customer projects, keeping them aligned with agreed scope, goals, and delivery timelines
• Handle BAU service requests efficiently, addressing customer needs with minimal disruption to service continuity
• Produce and deliver accurate, high-quality monthly reports aligned with service standards and customer expectations
• Conduct regular service and business review meetings to drive customer engagement, satisfaction, and service improvement
• Gather and act on customer feedback, coordinating with internal teams to implement improvements and resolve issues
• Maintain strong alignment with technical and commercial teams on service scope, deliverables, renewals, and invoicing
• Coordinate cross-service requests, ensuring seamless routing and resolution across internal teams
• Continuously optimize customer-facing processes and deliverables to elevate service quality and customer experience

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience, a MSc degree with direction in cybersecurity would be considered as an advantage
• 1-2 years of hands-on experience in the cybersecurity industry, ideally within SOC/MDR services (e.g. SOC analyst, service delivery, or a related role)
• Understanding of SOC/MDR services, SIEM operations, and general cybersecurity concepts
• Experience working with cross-functional teams (technical, commercial, operations)
• Knowledge of the cybersecurity flow and threat monitoring lifecycle
• Ability to organize tasks, monitor progress, and support the coordination of multiple ongoing activities.
• Strong presentation skills, comfortable communicating with both technical and executive audiences
• Fluency in Greek and English

Nice to have

• Experience with customer onboarding and service delivery coordination
• Customer-centric mindset, with a proactive approach to anticipating and addressing customer needs
• Customer-facing experience and portfolio/account management
• Experience producing customer reports or dashboards (e.g. Power BI)

Benefits

• 🏋️ ️Friendly and dynamic working environment
• 🏫 Formal training and Professional Qualifications fully funded
• Compensation details are discussed during the initial screening conversation before the interview stage
• ⚕️ Private Health Insurance
• ⚖️Work-Life Balance initiatives
• 🏃🏽 Corporate Sports Teams (e.g. Running, Basketball, Volleyball)
• 👥 A Buddy who will support you with your onboarding
• Private Health Insurance
• Training & Development
• Laptop
• Phone - Mobile Plan