Job Description
Responsibilities
This is a mid-level management role where you will be leading a team of security specialists providing a range of security services to one or more key clients. You will be accountable for providing a range of support and managed security services to our client's customers. This role is responsible for ensuring continuity of service provision to one or more key client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction. This role will report to the Service Delivery Manager.
Requirements
Operations Manager is focused on:
- Strict adherence to processes and procedures which underpin the provision of the Security Operations service to the Customer;
- Continuous improvement of the support and managed security service to customers;
- Delivering Services that meet the customers SLA;
- Developing a highly effective Security Service Team;
Experience
Qualification / Qualities
- Proven capability in building strong customer relationships;
- Have a process driven focus and be able to generate new processes and procedures based on changing technical environments and new customer requirements;
- Demonstrate leadership qualities and be able to demonstrate experience of management of a technical team;
- Very customer focussed and have the ability to work directly with customers and demonstrate experience of having delivered services to customers while working at a customer location;
- Has the capacity to multitask on several technical and operational issues simultaneously. Has the ability to develop a very good understanding of customer issues and is able to empathise with customers as to their requirements;
- Able to work as part of a team and lead a team in following processes and procedures;
- Demonstrated ability to learn and upskill in new technical areas;
Required Experience
- Clear understanding and working knowledge of the ITIL and ISO processes and procedures;
- Qualified to ITIL Foundation Level;
- Has many years working on technical environments and is experienced on helpdesk best practices and in resource management;
- Experienced in meeting deadlines while following processes and procedures;
- Capable of working with other teams that challenge your processes and procedures;
- Proven Management and Leadership experience ;
Desirable Experience
Whilst this experience is not required, it would be extremely advantageous:
- Have experience in the IT Security Industry;
- Experience in a technical role beneficial;
- Experience with technical support requirements;
- Have or working towards CISSP, CISM, GIAC;
