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Security Optimisation Manager

Company

ClaranetSee more

addressAddressRemote
salary SalaryCompetitive
CategoryAdvertising & Marketing

Job description

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
 

Request

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

Benefits

About Claranet Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries. At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business. We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services. In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers. Working for Claranet Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean with). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access.    But what we think makes us different is ‘Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts. Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce. We are also very proud members of Tech Talent Charter, a government supported, industry-led membership group created to address the UK’s tech talent shortage and diversity gap through collective action. Our Vision Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders. Role Mission The Security Optimisation Manager will be responsible for the end-to-end Operational Delivery for Managed Services within the Security Managed Security Services across several key accounts.  The role acts as a Customer Advocate/Champion within the Managed Security Services and focuses on ensuring all contractual obligations are met and that Customer Success is achieved through high levels of Customer Satisfaction on existing commitments.  The role should facilitate, orchestrate and organise different departments, engineers and teams to ensure they deliver high quality responses with good process and high levels of customer attention.  Where key processes such as ITIL related Incident, Change and Problem delivery is relevant, the role is in place to ensure the Managed Security Services delivers timely responses, updates and resolution for the Customers Managed Services. 
Refer code: 2903902. Claranet - The previous day - 2024-03-02 13:27
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