Security Optimisation Manager

Location

Remote | United Kingdom

Job description

About The Role

Essential duties and responsibilities

• Responsible for the service outcomes for customers ensuring the Managed Security Services achieve contractual SLA and Delivery Obligations across the portfolio.
• Key point of contact for onboarding clients into the Managed Security Services. Providing education and advice on how to engage with the service, delivery teams and SOC.
• Responsible for a customer’s service health. Ensuring the relevant log sources are being collected / monitored and where appropriate engaging with Engineering and SOC to onboard new log sources / devices.
• The Security Optimisation Manager will work directly to the Customer, be a permanent Customer Facing role in key accounts, be a visible and trusted representative of the Managed Security Services and provide a conduit and point-of-contact for the customer to assure a partner relationship and give the customer confidence and belief in their ability to rely on Claranet and achieve the necessary outcomes.
• Provide a single point-of-contact for a Customer Success Manager on key accounts, ensuring the support from the Managed Security Services is in place to deliver all obligations around technology delivery and serviced operations.
• Own and drive service improvements within the Managed Security Services including operational escalations and drive through to resolution ensuring Customer satisfaction.
• Ensure Key Performance Indicators are clearly defined and agreed for each service in conjunction with the Delivery Management.
• Drive service improvements within the Managed Security Services, working with the Product and Portfolio teams.
• Responsible for identifying Commercial Opportunities within an existing Customer Estate and passing those opportunities through to the Commercial and Solutions teams to drive Customer Success through account growth.
• Responsible for compiling and delivering monthly reporting, onboarding, project updates and gathering customer feedback to drive service improvements across the managed security services

About You

Behavioural competencies – organisational and behavioural fit

• Learn and adapt quickly to changing situations.
• Able to articulate complex security problems to a non-technical audience.
• Able to work collaboratively with all key stakeholders across the business.
• Customer focused.
• Self-motivated and able to work under pressure.
• Ability to travel to different sites and locations.
• Manages conflict and challenges in an open and constructive manner.

Critical competencies – Technical Fit

• The Security Optimisation Manager should have demonstrable capability in supporting customers and be a professional leader, the SOM should demonstrate the ability to coach and mentor more junior members of all skill and experience levels to grow the overall capability within the Manged Security Services.
• The Security Optimisation Manager Should Demonstrate excellent inter-personal and organisational skills, must work fluidly both at a Senior Peer and Customer level building trustful and successful relationships. Support continual positive momentum towards the Company Objectives assisting Sales Engagements and operational delivery direct to customers.
• The Security Optimisation Manager should be and act to be seen as the Customer Advocate for the Manged Security Service, ensuring Demand is prioritised appropriately, services are being delivered in accordance with the Service Description and contract. Escalation and issues are managed appropriately, highlighted and sent to the relevant teams so that the correct focus can be applied, and the right outcome achieved.
• The Security Optimisation Manager should be an excellent communicator at all levels, able to present to large and small audiences and create a compelling proposition/story as appropriate to both engage technical and business leaders, internal staff and alliance partners alike.

In addition, the following are highly desirable

• Educated to Degree level or equivalent experience.
• Experience working with :
  • SentinelOne
  • AlienVault
  • Microsoft Sentinel
  • Microsoft Defender Suite
  • MITRE ATT&CK
  • Managed Security Services
  • Security Operation Centre (SOC)
• Proven experience leading and developing technical communities within the cyber security industry.
• Strong evidence of working closely with customer stakeholders and sustaining long term relationships generating commercial success.
• Is self-motivated and able to work under pressure

Job tags

Salary