Position Summary:
The Cybersecurity Service Manager operates as part of a global/local team within the Cybersecurity organization. This role focuses on Service Management practices, including Service Catalogue Management, Service Request Management, Service Design, Continual Improvement, Service Validation and Testing, Service Level Management, Financial Management, Measurement and Reporting, Knowledge Management, and Release Management.

Key Responsibilities:

Customer Service & Service Management

Enhance customer outcomes and improve the customer experience. Address service catalogue gaps and secure stakeholder sign-off. Create and manage service management backlogs and deliverables for enhancements or new services. Track and govern service management backlog items to ensure timely remediation. Assess services end-to-end, from request to fulfillment, to identify optimization opportunities. Develop a 90/180-day roadmap for service plan deliverables, tracking each to completion. Manage Service Now transitions, ensuring end-to-end accountability. Coordinate with service line leads to deliver improvements and enhancements as required.

Performance, Metrics, & Reporting

Define and review service level agreements, ensuring targets are measurable and met. Implement Demand Management & Capacity Planning for service lines. Maintain service performance and financial metrics, tracking against targets, and working with Finance teams to issue regular reports. Implement and maintain service workflows, UAT, and business readiness processes. Drive benefits realization discussions with Service Owners and track against Service Management Plans.

Cybersecurity & Operational Risk Management

Safeguard the organization by mitigating regulatory risks and improving IT security risk posture. Engage with stakeholders to maintain compliance and reduce IT security risks. Increase awareness of IT security risks within IT and across business functions. Enable informed risk-reward decision-making that aligns with organizational security objectives.

Stakeholder Management

Lead a customer-centered approach to reporting and governance functions. Strengthen relationships with stakeholders across lines of defense to understand and meet reporting requirements. Act as a point of contact for external regulatory engagement through data support and compliance.

Leadership & Team Development

Create a clear, engaging vision for the team that aligns with organizational goals. Coach and develop team leaders to enhance performance, meet standards, and foster a collaborative environment. Drive cross-country and cross-business teamwork and address issues promptly to maintain organizational policy and customer service standards.

Operational Effectiveness & Control

Lead continuous improvement of cybersecurity processes, structures, and capabilities. Establish a robust control environment across IT security, identifying and resolving operational issues early. Support decision-making through a comprehensive management information and reporting framework.

Management of Risk:

Ensure fair treatment of customers by focusing on service excellence. Adapt to operational, regulatory, and market changes by continually reassessing IT security risks.

Internal Controls (Compliance):

Maintain adherence to internal controls, ensuring compliance with audit points and external regulations. Implement group compliance policy and contain compliance risks in collaboration with relevant stakeholders.

Local Job Requirements:
This position may include additional location-specific requirements.

Certifications, Qualifications, & Experience:

Qualifications: Bachelor's in Information Systems or related field; ITIL & Security certifications are a plus. Experience: 8+ years in IT, with experience in service management practices and Agile/DevOps environments. Skills: Strong communication, facilitation, and stakeholder engagement skills; analytical, decision-making, and organizational strengths. Technical Knowledge: Familiarity with risk management frameworks, problem-solving, and information security principles.

This position requires effective communication and teamwork at all levels, with the ability to adapt information to varied scenarios and apply innovation to address customer and organizational needs.