Position Title: Head of Cyber Service Improvement
Location: Manchester UK
Role Purpose:
We are looking for a highly skilled and motivated Head of Cyber Service Improvement to join us. As a member of NCC Group’s Customer Success unit, this role will be central to the development and evolution of operational excellence, compliance, and strategic alignment across our global service and delivery functions, which will contribute to the Delivery Operations unit operating at cost optimal levels both now, and in the future.
Summary:
Lead the development of an effective programme of service improvement across multiple delivery functions.
Align service improvement initiatives with the overall cybersecurity strategy and business goals.
Review service data and MI and use this to provide actionable insights that could be used to improve net promoter scores both internally and externally.
Enable the largest collection of information security talent in the world to do what they do best.
Work effectively and collaboratively with our teams across the globe to achieve positive business outcomes through programme improvements to process.
Stay informed about industry trends, emerging threats, and best practices.
Development and maintenance of cross-functional service improvement plans (including all appropriate communication and governance wrap) to support unit wide service improvement activities.
Identify root causes that may be impacting service across functions and fixing those at source, leveraging delivery units as appropriate.
Work closely with cross-functional teams, both within Delivery Operations and beyond, in order to drive positive service outcomes for our clients.
Foster collaboration to drive continuous improvement across all cybersecurity domains.
Manage and internal stakeholder expectations, providing appropriate progress reporting.
Identify process gaps, inefficiencies, and areas for improvement.
Leading issue resolution, coordinating tasks and working with internal teams to manage business expectation and impact.
Business Operations and Development
Fostering strong internal relationships with business operations and delivery teams.
Promote the value and importance of continual service improvement.
Collaborate with teams to understand and solve complex strategic and organizational challenges.
Capture, develop and improve upon internal tools and best practices and tools to support growth by leveraging credible business data and MI.
Care for our valued talent, and target employee appreciation efforts on a local and national level.
What we are looking for in you:
Demonstrable experience (minimum 3-5 years) of global cyber security operations and services at a leadership level.
Experience of driving improvements to Net Promoter Scores provided by both internal and external clients.
Strong analytical skills and the ability to translate data into actionable insights.
Familiarity with operational cyber products and services in today’s market.
Proven relationship builder able to develop relationships spanning geographical regions and across several layers of operational responsibility.
Outstanding verbal and written communication, organising and interpersonal skills.
The skill to ensure consensus is achieved when issues arise.
Strong initiative and adaptability.
Exceptional team and meeting management skills.
Ability to remain positive, proactive and take responsibility to solve problems when under pressure.
Managing and developing both internal and external relationships.
Strong initiative and large reserve of adaptability.
Ability to prioritise across multiple concurrent projects and responsibilities.
Ability to influence without authority and progress tasks by listening to internal teams and creating optimal solutions.
Certifications such as CISSP, CISM, or CRISC are highly desirable.
Working knowledge of service frameworks such as ITIL are also desirable.
Behaviours:
* Focusing on Clients and Customers.
* Working as One NCC.
* Always Learning.
* Being Inclusive and Respectful.
* Delivering Brilliantly.
Why NCC Group?
At NCC Group, our mission is to create a more secure digital future. That mission underpins everything we do, from our work with our incredible clients to groundbreaking research shaping our industry. Our teams' partner with clients across a multitude of industries, delving into, securing new products, and emerging technologies, as well as solving complex security problems. As global leaders in cyber and escrow, NCC Group is a people-powered business seeking the next group of brilliant minds to join our ranks.
Our colleagues are our greatest asset, and NCC Group is committed to providing an inclusive and supportive work environment that fosters creativity, collaboration, authenticity, and accountability. We want colleagues to put down roots at NCC Group, and we offer a comprehensive benefits package, as well as opportunities for learning and development and career growth. We believe our people are at their brilliant best when they feel bolstered in all aspects of their well-being, and we offer wellness programs and flexible working arrangements to provide that vital support.
What do we offer in return?
We have a high-performance culture which is balanced evenly with world-class well-being initiatives and benefits;
⏰Flexible working
💸 Financial & Investment
Pension
Life Assurance
Share Save Scheme
Maternity & Paternity leave
🙋🏾Community & Volunteering Programmes
⚡ Green Car Scheme
🚴 Cycle Scheme
🏥 Healthcare
🏙️ Office Lifestyle
🧑🏻🤝🧑🏻 Employee Referral Program
🧘🏻 Lifestyle & Wellness
🎓 Learning & Development
👨🏿🦽 Diversity & Inclusion
So, what’s next?
If this sounds like the right opportunity for you, then we would love to hear from you! Click on apply to this job to send us your CV and cover letter and the relevant member of our global talent team will be in touch with you. Alternatively send your details to global.ta@nccgroup.com .
About your application
We review every application received and will get in touch if your skills and experience match what we’re looking for. If you don’t hear back from us within 10 days, please don’t be too disappointed – we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles.
If you do not want us to retain your details, please email global.ta@nccgroup.com. All personal data is held in accordance with the NCC Group Privacy Policy (candidate-privacy-notice-261023.pdf (nccgroupplc.com)). We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage.
Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process. This role being advertised will be subject to BS7858 screening as a mandatory requirement.