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Business title: MDR Services Engagement Manager

Department: Global Managed Detection & Response (MDR)

The cybersecurity industry is at an inflection point. As adversaries evolve and detection demands accelerate, 24/7 security monitoring is transforming from reactive alert processing into intelligent, customer-centric threat defense. You'll join our Global Managed Detection & Response (MDR) team at exactly the right moment: when AI-driven alert triage and anomaly detection are enabling analysts to identify genuine threats faster, reduce false positives and focus on what matters most: knowing our customers deeply, protecting them completely and being the team they trust without question.

About the Role

This is a relationship role, first and foremost. The Service Engagement Manager owns the MDR service relationship in its entirety: from the moment a customer onboards, through every service review, every escalation and every critical incident. Security knowledge is the foundation. Everything else is earned through trust, communication and the experience you create for every customer you touch.

We hire for the person first. If you don't match every requirement below, apply anyway. The right candidate will grow into everything else.

Core Responsebilities:

• Own the end-to-end MDR service relationship for a portfolio of customers, with full accountability for service satisfaction, time to value, and the delivery of agreed Service Level Objectives (SLOs). When SLOs are at risk, you are the first to know and the first to act.
• Lead structured customer onboarding, setting clear expectations, enabling the service and ensuring every new customer reaches their first meaningful MDR value moment as quickly as possible.
• Deliver monthly and quarterly service reviews with real substance: performance data, incident summaries, detection improvements and a forward-looking conversation about the customer's security posture.
• Serve as the primary escalation point and customer-facing coordinator during security incidents, bridging the SOC and the customer with accuracy and composure throughout.
• Lead structured post-incident debrief calls, translating technical findings into clear, actionable customer outcomes.
• Engage customers proactively at key moments: prior to renewal, after low-engagement periods, following major incidents and whenever the relationship needs reinforcing.
• Maintain consistent, structured collaboration across every function that touches the customer experience. Not reactively, but by design.
• Collect and synthesise customer feedback and bring it back to leadership and product teams with clarity and commercial context.
• Stay fully informed of all product, platform and service changes within our platform and translate these proactively into customer value conversations.
• Drive internal MDR awareness through roadshows, newsletters and enablement sessions for account teams and customers.

Qualifications & Experience:

• At least a bachelor's degree in a related field.
• Good understanding of AI concepts and use cases.
• Professional proficiency in English, written and spoken, is required. Additional languages are an advantage.
• 3+ years of experience in a customer-facing role within the technology industry, in account management, customer success or service management.
• Sufficient security knowledge to engage credibly with SOC teams and technically sophisticated customers. You do not need to be an analyst, but you need to understand what they do and why it matters.
• Demonstrated ability to manage complex, multi-stakeholder relationships with professionalism and composure under pressure.
• Strong communication and presentation skills, with proven experience delivering executive-level briefings and service reviews.
• Commercial awareness: you understand the link between customer experience, retention and revenue, and you act accordingly.
• Experience working across cross-functional teams in a structured, accountable way.
• Willingness to be available outside standard hours during critical incidents.

Professional Attributes:

• Good understanding of AI/ML concepts and use cases.
• Strong aptitude for learning; self-directed and capable of rapidly mastering new tools.
• Comfortable thriving in a fast-paced, 24/7 operations environment.
• Strong analytical and problem-solving skills with ability to work effectively in a global team environment
• Comfortable speaking to customer via e-mail, chat and phone.