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Senior Manager, Global Security Operations Center Operations

2 months ago

Arlington, Virginia, United States Sibylline Ltd Full time
About the Role

Sibylline Ltd is seeking an experienced Senior Manager to lead our Global Security Operations Center (GSOC) Operations team. As a key member of our client-facing team, you will be responsible for managing and reporting on team Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and delivery of exceptional service to our clients.

Key Responsibilities
  • Monitor and track staffing and operational metrics, as well as key performance indicators and service level agreements, for weekly and monthly reviews as required by the client contract.
  • Ensure appropriate staffing coverage and responsibilities across shifts, and escalate to client and Sibylline Sr. Leadership if staffing levels reach a critical threshold.
  • Manage and report on continuous improvement efforts and actions related to the team's performance, aligned against the client's expectation for our KPIs.
  • Manage personnel concerns and issues as required within Sibylline structure and in accordance with company policies.
  • Use professional judgement to determine which escalations require client awareness and/or engagement.
  • Oversee staff contributions to the development and/or maintenance of policies and procedures impacting GSOC efficacy.
  • Ensure operational implementation of technology and process changes in accordance with approved change management plans.
  • Support the Sibylline Human Resources and Talent Acquisition teams in ensuring that onboarding, training and continuous learning, and performance support-related programs, projects, and tasks, are appropriately carried out.
  • Attend regularly scheduled client meetings to report on contractual and operational KPIs and SLAs involving the team's performance and service delivery on Incident and Crisis management.
Requirements
  • Bachelor's degree.
  • Five (5) years' experience managing a dynamic, 24/7 operations team involving multiple personnel, between 50+, within their direct or indirect purview.
  • Demonstrated effectiveness as a direct manager-of-record across multiple levels of organizational hierarchy, to include mid-level managers.
  • Excellent oral and written communications skills, to include briefing senior client representatives and editing final products for business leader and customer consumption.
  • Experience gathering and analyzing data or managing individuals performing such functions to create metrics that support positive change and continuous improvement recommendations.
  • Demonstrated ability to plan for and effectively manage change involving processes, policies, and/or technology.
  • Proven ability to manage conflict successfully and positively within and across cross-functional teams.
  • Proven confidence and effectiveness managing high-intensity, dynamic situations.
  • Proven ability to manage competing priorities and reprioritize according to situation or client expectations.
  • Professional judgement to escalate issues to client with a solutions-oriented mindset and presentation.
  • Demonstrated comfort with technology, with ability to quickly navigate and oversee the use of multiple systems and applications.
Preferred Qualifications
  • Master's degree and/or professional certifications related to crisis management, project management, business continuity, Lean/Six Sigma principles, or in related fields.
  • Eight (8) or more years' experience managing 24/7 operations teams involving multiple personnel within their direct or indirect purview.
  • Demonstrated effectiveness and driver of excellence as manager-of-record to diverse, cross-functional teams that includes direct, simultaneous oversight of at least 10 direct reports.
  • Demonstrated experience and proven abilities to oversee the management of cross-functional teams in high-intensity, high-pressure environments or situations.
  • Noteworthy emotional intelligence, as demonstrated through leadership and management skills and activities, such as mentoring and/or proactively identifying customer needs before they are articulated or articulable.