Sirius Computer Solutions Manager, Managed Security Services in Mississauga, Canada

Position Summary:

The Manager – Managed Security Services is accountable for managing strategic client relationships and ensuring the successful delivery of high quality services per the Statements of Work (SOW). This position will be responsible for ensuring customer service excellence, adhering to service level agreements and conducting monthly and quarterly service reviews with Clients. The role will be measured on customer satisfaction, customer loyalty, and reference-ability. The Manager – Managed Security Services will manage the Principal Consultants and select staff dedicated to strategic clients as needed. The Manager – Managed Security Services will have a solid foundation in managed services and market-leading security technologies so as to be effective in the role.

This position develops operational plans to execute previously developed strategies for a sub-function or business segment. The Manager has specific influence and control over discretionary spending in an area of responsibility, but has no direct budgetary responsibility

Primary Duties & Responsibilities

Client Engagement:

  • Set strategic direction to establish long term goals for area of responsibility.

  • Define client needs and align business objectives with coordinated service deliveries.

  • Assume accountability for the client relationships, promoting a trusted advisor status.

  • Create and monitor key risk indicators, and implement corrective action plans to mitigate risks.

  • Review and approve client reports and presentations, and manage the quality of technical knowledge transfer and analysis to clients on performance status, trends, and metrics.

  • Prepares quarterly service reviews with Clients. Also prepares quarterly management reports and presents it to Client and /or Client executive team

Leadership:

  • Build long-term, superior client relationships and proactively manage client expectations.

  • Review and approve client reports and presentations, and manage the quality of technical knowledge transfer and analysis to clients on performance status, trends, and metrics.

  • Coach and direct team in operational activities to ensure compliance with departmental goals and objectives.

  • Scale the business to support long term growth

  • Provide leadership, coaching, and mentoring of staff responsible for the delivery of MS services. Leads employee performance to standards of excellence

  • Manage performance, reward and recognition

  • Identify and proactively retain critical talent through integrations and transition; manage low performers.

  • Establish succession plan for key positions, including own.

  • Select & build a high performing diverse team that leverages individual capabilities & strengths.

  • Fosters a high achievement environment where diversity is valued and people are treated with respect and dignity

  • Ensure that employees understand the Sirius vision, as well as support and reinforce targeted behaviors that contribute to MS goals.

  • Provide focus and clarity in establishing individual goals, driving performance management, supporting career development and rewarding strong performance.

  • Communicate in clear, concise and crisp messages to a variety of audiences that instigate appropriate actions.

  • Effectively present in a variety of formal and informal settings: one-on-one, small and large groups, using a variety of presentation methods to sustain the audiences’ engagement.

  • Manage time to focus on priorities

Service Improvement:

  • Evolve the Principal Consultant model, gaining more efficiency while adding more value

  • Maintain knowledge of products and coach/mentor employees on how to service strategic clients.

  • Oversee maintenance of the knowledge base and train the team to update it and develop intellectual property.

  • Establish procedures and recommend changes to policies to MSS Leadership that have a positive impact on the organization(s) and/or services delivery team.

  • Establish a collaborative approach to problem solving ensuring that solutions generated by the team are tested and proven

Professional Development:

  • Maintain a strong network and promote the organization at various meetings, forums, panels, publications, and conferences.

  • Begin to establish thought leadership in the industry.

  • Maintain technical certifications and attend training sessions to refine technical skills

Position Requirements

Basic Qualifications:

  • Bachelor’s Degree in Information Systems or a related field

  • Minimum 5 years IT service delivery experience, to include:

  • Experience managing complex technical escalations

  • At least one (1) year experience in running / supporting a managed services team or operations center

  • At least one (1) year of leadership or management experience

Other Position Requirements:

  • Four or more technical certifications from the following: Check Point: CCSA, CCSE: Cisco; CCNA-Security, CCNP – Security, CCIE – Security; Blue Coat: BCCPA, BCCPE; Palo Alto: ACE, PCNSE; QRadar, SANS GCIA, GCIH, QRadar CSC, Splunk, LogRhythm, or similar technology certifications

  • Demonstrated ability to work in a collaborative and consultative fashion with clients

  • Proven technical knowledge to support the team

  • Demonstrated ability to hire, develop, and lead a team of professionals

  • Demonstrated ability to work independently and show sound business judgment.

  • Proven written and verbal communication and presentation skills

  • Demonstrate ability to multi-task in fast-paced environment

  • Proven customer service skills including addressing customer service issues and/or escalations

  • Demonstrated knowledge of product/service and industry standards to identify and evaluate client needs and recommend the best solutions.

  • Ability to set standards, targets, measures for products and services based on knowledge of current market trends.

  • Ability to investigate highly complex and diverse issues where analysis of situations or data requires an evaluation of a variety of factors, including an understanding of current business trends.

  • Ability to establish positive working relationships and lead clients and team members in a consulting environment.

  • Proven ability to maintain a large, influential network of contacts with visible industry presence.

  • Proven ability to achieve a high level of Customer Satisfaction on all engagements.

Data Privacy and Security :

  • All Sirius employees are responsible to safeguard the information and information systems that they use or handle in the execution of their duties. Employees are obligated to know and perform their duties in accordance with Sirius policies, standards, and procedures related to security and report security violations to the appropriate Sirius authority.

  • Participate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department. Other data privacy and data security related regulatory training may be required based on your role or assignment.

Essential Functions

The position exists to manage the delivery of technical consulting solutions to customers a nd as such requires the ability to travel to and from customer sites and interact with customers on an ongoing and regular basis.

The above primary duties, responsibilities, and position requirements are not all inclusive.