Mdr Services Engagement Manager

Trend Micro

Customer relationship management
Service level objective (slo) management
Security incident coordination
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)

Job Summary

  • 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).
  • Serve as the primary escalation point and customer-facing coordinator during security incidents, bridging the SOC and the customer with accuracy and composure throughout.
  • Collect and synthesise customer feedback and bring it back to leadership and product teams with clarity and commercial context.

Matching Summary

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).

Skills & Requirements

Must-have

  • customer relationship management
  • service level objective (SLO) management
  • security incident coordination
  • customer feedback synthesis
  • proactive customer engagement

Nice-to-have

  • AI/ML concept understanding
  • fast-paced environment adaptability
  • global team collaboration
  • passion to succeed
  • innovation encouragement

Key Requirements

  • Bachelor's degree in a related field
  • 3+ years customer-facing technology experience
  • Sufficient security knowledge for SOC engagement
  • Professional English proficiency
  • Ability to manage complex relationships
  • Strong communication and presentation skills
  • Commercial awareness

Work Rights

Not specified

Tailored Resume

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