Acronis

Service Manager – Managed Detection and Response

Acronis

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇧🇬 Bulgaria

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Job Level

Mid-LevelSenior

Tech Stack

ServiceNow

About the role

  • Own incident, problem, and change management end‑to‑end: keep the team prepared, run major‑incident bridges, complete blameless post‑incident reviews with tracked actions, and minimize risk while maintaining delivery velocity.
  • Coordinate between the technical team and clients for onboarding, integrations, change windows, and incident communications; ensure expectations, actions, and timelines are clear and documented.
  • Conduct or co‑lead strategic reviews (e.g., quarterly business reviews) with partners and key customers; present service health, ROI, roadmap alignment, and improvement plans.
  • Recommend relevant Acronis portfolio capabilities that address discovered gaps and create adoption plans that improve outcomes and strengthen partnership with Acronis.
  • Provide structured feedback from customers to Product Management and MDR leadership (voice‑of‑customer loop) to influence roadmap, prioritization, and service design.
  • Maintain current, auditable MDR runbooks and operational policies; gate customer onboarding and platform changes with acceptance criteria that protect SLAs/SLOs.
  • Publish and improve service KPIs (e.g., MTTD, MTTR, SLA attainment, false‑positive rate); establish a weekly/monthly stakeholder reporting cadence and drive corrective actions.
  • Align the service with compliance expectations (e.g., evidence for audits) and a service‑management‑system approach; drive continual improvement.

Requirements

  • 6–10+ years in service management for mission‑critical SaaS/SecOps, including 3+ years in or adjacent to SOC/MDR operations.
  • Strong incident‑management track record (major‑incident leadership and post‑incident reviews) aligned to recognized guidance.
  • Experience coordinating customer‑facing reviews (e.g., QBRs/strategic reviews) and translating business goals into service priorities and roadmaps.
  • Demonstrated ability to assess security posture using established frameworks (e.g., NIST CSF, CIS Controls) and to convert findings into remediation plans and measurable outcomes.
  • Commercial awareness to responsibly recommend platform capabilities that improve security outcomes and deepen customer adoption.
  • Working knowledge of ITIL practices (incident, problem, change, service level, continual improvement); ITIL 4 certification is a plus.
  • Data literacy for SOC KPIs and dashboards (e.g., MTTD/MTTR, false‑positive rate) and familiarity with observability/monitoring signals.
  • Familiarity with SOC tooling (SIEM/EDR/SOAR/case management) and ticketing platforms (e.g., Jira/ServiceNow).
  • Excellent stakeholder management and crisp written/oral communication across technical and executive audiences.
Benefits
  • Health insurance
  • Retirement plans
  • Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
incident managementproblem managementchange managementservice managementsecurity posture assessmentremediation planningdata literacyKPI publishingcompliance alignmentservice design
Soft skills
stakeholder managementcommunicationstrategic review coordinationcustomer feedback integrationteam preparationrisk minimizationexpectation managementaction trackingcontinuous improvementpresentation skills
Certifications
ITIL 4 certification