IT Sr. Service Delivery Ops Lead - Cyber Security
Leads managed/acquired services to deliver IT Cyber Security & Assurance (CSA) operational and managed services for industry cyber security solutions (i.e. end point, application, network, etc.) to achieve business results and service level expectations for these technologies and platforms. Develops an effective partnership with suppliers and customers by providing management level advice and influence regarding delivery and availability of services and systems. Ensure compliance for services, technologies and platforms and establish appropriate measures to track performance and availability.
The planning, implementation, control, review and audit of industry cyber security solutions (i.e. end point, application, network, etc.) and services, to meet customer business requirements. This includes implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery.
Ensure compliance for services, technologies and platforms. Establish appropriate measures to track performance and availability for supported technologies and platforms. Based on experience and foresight, guide team members in problem solving and risk mitigation.
Influences senior level customers and project teams through change management initiatives, ensuring that the infrastructure is managed to provide agreed levels of service and data integrity.
Reviews service delivery to ensure that agreed targets are met and prepares proposals to meet forecast changes in the level or type of service. Sets targets, and ensures that service performance is monitored and maintained as defined within the agreed service level agreements, service level parameters or contracts.
Advises and influences business clients and customers, at management level, regarding the delivery, availability and functionality of industry cyber security solutions (i.e. end point, application, network, etc.) services and systems.
Works directly with CSA/Business resources to measure quality of implementation(s) or changes in the business process.
Recognizes and actively seeks ways to leverage information technology to address complex cyber security business, organizational and technical issues, of both a conventional and innovative nature.
Initiates and implements procedures for resolution of conflict or contention for service, setting clear priorities such that both foreseeable incidents and unforeseen conflicts are resolved in a professional and responsible manner. Contributes to evaluating the factors which must be addressed in the change program.
Education required/ preferred: Bachelor's degree
- A Bachelor’s degree with 10 years of relevant experience
- Experience managing IT Projects and/or Programs
- Experience with leading and driving execution via 3rd party managed service provider (vendor management); performing vendor reviews
- Knowledge/understanding in industry cyber security solutions technologies and services
- Strong leadership skills with experience leading people in offsite and off shore locations (this is a non-manager role)
- Ability to work in a virtual team which may work across distance (remote), cultures and time zones, in a matrix with multiple reporting lines, and may extend outside the K-C organization including suppliers, partners and customers.
- Verbal and written fluency in English is mandatory
- Strong leadership and service delivery skills
- Cultivates networking opportunities with peer organizations
- Broad range of business and IT experiences; has achieved technical and/or business certification(s).
Business analysis: Reviews service level agreements, investigates all appropriate means to improve service levels, and recommends new or revised policies or procedures
Influence: Advises and influences business clients and customers, at management level, regarding the delivery, costs, availability and functionality of services and systems. Develops an effective partnership with suppliers and customers, establishing confidence and respect.
Change implementation planning and management: Absorbs complex technical information and communicates effectively at all levels to both technical and non-technical audiences. Assesses and evaluates risk. Understands the implications of new technologies.
Stakeholder relationship management: Advises and influences business clients and customers, at management level, regarding the delivery, costs, availability and functionality of services and systems
User experience evaluation: Works with Customers to establish feedback/assessment of the service provided, from the customers’ perspective, and initiates actions for improvement, where appropriate.
Enterprise and business architecture development: Performs highly complex work activities covering technical, financial and quality aspects. Contributes to the formulation and implementation of IT strategy. Creatively applies a wide range of technical and/or management principles.
Operational Excellence: Takes responsibility for command structure and escalation procedures, and ensures that the requisite operational methods, procedures, facilities and tools are established, reviewed and maintained.
- Compelling Communication; Effective global communicator
- Develops influential relationships with internal and external customers/suppliers/partners at senior management level, including industry leaders.
- Analysis & Problem Solving; Able to identify, address or escalate potential dependencies and issues; Effectively manage ambiguity, change and conflict
- Excels with broad direction; fully accountable; establishes own milestones; provides direction for team members; delegates effectively; work self-initiated.
Think Customer: Seeks to understand customer; Creates customer-focused practices
Kimberly-Clark and its well-known global brands are an indispensable part of life for people in more than 175 countries. Every day, 1.3 billion people - nearly a quarter of the world's population - trust K-C brands and the solutions they provide to enhance their health, hygiene, and well-being. With brands such as Kleenex, Scott, Huggies, Pull-Ups, Kotex, and Depend, Kimberly-Clark holds No.1 or No. 2 share positions in more than 80 countries. With more than 140 years of history of innovation, we believe in recruiting the best people and empowering them do their best work. If fresh thinking and a passion to win inspire you, come Unleash Your Power at Kimberly-Clark.
Kimberly-Clark is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, citizenship status, or any other characteristic protected by law.
The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.
K-C requires that an employee have authorization to work in the country in which the role is based. In the event an applicant does not have current work authorization, K-C will determine, in its sole discretion, whether to sponsor an individual for work authorization. However, based on immigration requirements, not all roles are suitable for sponsorship.
Global VISA and Relocation Specifications:K-C will support in-country relocation for the chosen candidate for this role, including assistance to obtain proper work authorization. The benefits provided will be per the terms of K-C’s applicable mobility policies. The benefits/policy provided will decided in K-C’s sole discretion
Company Type: Public Company
Company Size: 10,001+