Job Description
Role – Cybersecurity Delivery Manager
Location: Milton Keynes / London /United Kingdom
Job Responsibilities -
Functional Domain
Responsibility:
Previous work experience managing below three or more Cybersecurity delivery engagements
o Audit principles and associated compensating controls
o Enterprise Security architecture
o Cloud Security
o Vulnerability Management
o E-Mail security
o Web Application Firewall
o Cyber Incident Management (CERT)
Delivery Operations & Excellence:
Manage & maintain steady state global delivery operations (Green)
Manage Operational/delivery issues & escalations
Ensure continuous communication & coordination with client in the event of issue/ escalation
Ensure SLA/SLO attainment & process compliance along with high customer satisfaction
Act as first point of escalation for the day-to-day functioning of delivery operations team
Handling escalations- identifying the gap, preparing action plans, and driving towards resolution
Identify opportunities for SIP’s/CIP’s and drive those towards achieving the desired goal
Define & maintain a governance model, best practices & operating procedures
Driving & ensuring seamless transition of new service/ customer to operations team (if any)
Actively participate in Service Operations Meetings, Service Quality Review governance
Provides leadership & direction to Delivery team in complex problems and creates innovative solutions
Facilitates Business Continuity for the account during regional/ location outages
Team Management
Responsible for Performance Appraisal for direct reports
Support Delivery Head to manage team functions viz. resource selection, allocation, availability planning, effort estimation, utilization & attrition management
Tracking individual and team performance (direct reports). Provide periodic feedback and share the action plan to improve productivity, improvement areas
Advice & coach team members to help them develop their skills and capabilities to best meet their career aspirations and current or future business needs
Ensuring right and adequate rewards and recognition reaches to high performers in the team
Focus on personal & professional development and appropriate training & certifications for team members
Monitor & report quality and productivity and team performance on a daily/weekly basis and continually improve them efficiently and effectively
Ensure that the productivity goals for the team are met, including service level, utilization, and customer satisfaction
Customer Relationship Management
Acts as a trusted security advisor to the clients
Interlock with Management to define operations strategy and action plan based on Customer feedback & CSAT result
Analyzing customer requirements, identifying business opportunities, providing guidance and support
Monitor delivery health and process adherences, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
Ensure continuous communication & coordination with clients
Ensure positive client satisfaction and client relationship is maintained for service delivery
Financial Management
Support Delivery Head to determine, monitor, and review project financials include operational costs, budgets, staffing requirements, resources, and risk etc.
Work towards improving efficiency, utilization, compliance, and accurac
Assist Delivery Head to achieve target Residual/ Efficiency by planning resources allocation, tracking accurate labor utilization and maintaining low operating costs
Service Transition
Deliver in transition project & program in line with the recognized best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting)
Conduct due diligence activities to comprehend business activities of the client and document these in the form of a due diligence report along with recommendations and next steps
Act as the primary point of contact for all transitional activities
Liaise with business lines and functions on training, recruitment, and system requirements for transition deliverables
Responsible for monitoring & execution of transition deliverables as per agreement transition plan
Manage day-to-day transition project communication with stakeholders, project delivery team, account team & Client stakeholders.
Review the outcomes of the transition projects to capture learnings & disseminate across organization
Technical Skills –
Basic Knowledge on security models such as ITIL, ISO27002, PCI DSS and Cobit 5
Experience on Security tools & Technologies
Integration of testing mechanisms with industry best practices such as OWASP & NIST
Good Understanding of IT security policy, procedure, design, and implementation.
Behavioral Skills –
Ability to handle multiple strategic & critical projects/deliveries simultaneously
Effective interpersonal, Coaching, team building and communication skills.
Ability to run/coordinate meetings, major incident calls and communicate with customers.
Desire for continuous improvement and ownership skills
Ability to communicate complex technology to no tech audience in a simple and precise manner.
Quick learner, while working outside the area of expertise.
Flexible to support 24*7 support environment .
Ability to see the bigger picture and differing perspectives; to compromise, to balance competing priorities, and to prioritize deliverables.
Qualification & Experience –
10+ years of IT experience with 6+ yrs of relevant experience in managing Cybersecurity delivery(s), People Care, Customer & Stakeholders relationship, project transition.
Education qualification: Bachelor’s degree in information technology, Computer Science and/or related areas
CISM/ CISSP/ Certified Ethical Hacker/ CompTIA CySA+ Certification & knowledge - Must Have
ITIL V3/4 Foundation/ Expert certification & knowledge – good to have
What’s in for you?
At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.
With the current opportunity, you will get to work with the team that has consistently been setting benchmarks for other deliveries in terms of delivery high CSATs, project completion on time and being one of the best teams to work for in the organization.
You get an open and transparent culture along with freedom to experimentation and innovation
Who are we?
Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minim