Service Operations Manager

As the Manager: SecOps, you will lead and manage a team of talented and energetic security engineers and analysts, responsible for delivering services to a portfolio of medium to large enterprise clients. You will deal with a variety of stakeholders, clients and 3rd parties to guarantee service quality and deliver. You will coordinate and monitor the implementation of operational activities and processes in order to continuously improve service delivery. You will be involved in hiring decisions to staff the SecOps engineering teams. Creating internal policies and procedures are also key aspects to this role. This key management position is tasked with directing a team of talented personnel who manage and coordinate the delivery of activities for cyber security across the Security Service portfolio of services. You will develop and improve upon operational tasks and ensuring the implementation of a services model that meets business needs for the relevant clients

**Key Roles and Responsibilities**:
**Stakeholder engagement**
- Internal: Engage with internal SecOps Engineers, Services Management, Client Service Organization teams, ISMs and other functions, including ones in the GEOs.
- External: Clients, vendors, strategic partners

**Value Chain Linkage**
- Information Security Management
- Client Services Organisation
- SecOps SOC
- Service Delivery

**Knowledge, Skills and Attributes**:
**Service level management**

Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the front-end teams negotiate service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

**Performance management**

Manages individuals and groups. Allocates responsibilities and/or packages of work, including supervisory responsibilities including coaching and mentoring. Delegates responsibilities as appropriate. Sets performance targets, and monitors progress against agreed quality and performance criteria. Provides working relationships within the team and with those whom the team interacts with. Provides support and guidance as required, in line with individuals’ abilities. Advises individuals on career paths and encourages pro-active development of skills and capabilities and provides mentoring to support professional development. Provides input into formal processes such as compensation negotiations and disciplinary procedures.

**Conformance review**

Conducts formal reviews of activities, processes, products or services. Collects, collates and examines records as part of specified testing strategies for evidence of compliance with management directives, or the identification of abnormal occurrences. Analyses evidence collated and drafts part or all of formal reports commenting on the conformance found to exist in the reviewed part of an information systems environment.

**Customer service support**

Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards. Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved. Drafts and maintains policy, standards and procedures for the customer service or service desk functions. Ensures that the catalogue of requestable and supported services is complete and current.

**Relationship management**

Implements stakeholder engagement/communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships.

**Work Outputs**
- Operations management
- Service delivery management
- Service level management

**Academic Qualifications and Certifications**:

- General qualification in management degree preferred
- ITIL foundation certification (V3 or latest)
- Relevant technical certifications as required for working as part of SecOps

**Required Experience**:

- 12-14 years’ work experience
- At least 10 years’ experience in management of people, process and technology
- Relevant experience in Security delivery
- Good organisational and effective team leadership skills
- Required level of leadership and management experience to manage larger teams and collaborate and influence senior managers
- Experience in organisational change management (transformational experience)
- Understands budgets and cost management
- Strong leadership skills inc