Our Purpose Statement Empowering business and society through people and technology On 1st August 2019, we announced the launch of our new ICT brand, a brand our people will take forward to deliver ICT services in South Africa and EMEA markets. A big part of our new ICT brand is that it's been designed for us, the people to serve our clients as one, a...
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Job Description
- The Services Manager is responsible for ensuring that contracted cybersecurity services are delivered effectively, consistently, and in accordance with agreed service levels, security standards, governance requirements, and client expectations.
- The role serves as the primary operational interface between assigned clients and the Cyber Security delivery teams, including the Security Operations Centre, security engineering, incident response, vulnerability management, identity, endpoint, email, cloud, and other security service functions.
What you'll do:
Client Engagement and Relationship Management
- Act as the primary operational contact for assigned clients.
- Build trusted relationships with client executives, security teams, and operational stakeholders.
- Manage client expectations and communicate service performance, risks, incidents, and improvement initiatives.
- Conduct service reviews, governance meetings, and Quarterly Business Reviews.
End-to-End Service Delivery Governance
- Own the overall delivery of contracted cybersecurity services to assigned clients.
- Ensure services are delivered in accordance with the agreed scope, service levels, procedures, and standards.
- Coordinate delivery across the SOC, security engineering teams, service owners, vendors, and supporting technology teams.
- Maintain visibility of service performance, risks, dependencies, and outstanding actions
Service-Level and Performance Management
- Monitor SLA, KPI, and customer satisfaction performance.
- Identify service performance trends, exceptions, and recurring failures.
- Coordinate corrective action plans with accountable service owners.
- Ensure service reporting is accurate, governed, and aligned with contractual commitments
Technical Service Oversight
- Oversee the day-to-day technical delivery of cybersecurity services.
- Review service health, control effectiveness, operational procedures, and technical dependencies.
- Challenge delivery teams where performance, documentation, or operational discipline is inadequate.
- Escalate significant technical concerns and systemic risks to the appropriate technical authority.
Incident and Escalation Management
- Act as the primary service escalation point for operational and client-impacting issues.
- Ensure timely and accurate client and executive communication.
- Track incidents through containment, recovery, root-cause analysis, and corrective action closure
Problem Management
- Monitor problem records, known errors, workarounds, and outstanding actions.
- Escalate overdue problems that present ongoing service or security risk.
Change and Release Governance
- Participate in Change Advisory Board and operational change processes.
- Review high-risk and security-related changes from a service delivery perspective.
- Ensure changes are managed in accordance with defined processes and service commitments.
- Assist with managing client expectations during projects, outages, incidents, and major changes.
- Track failed or unauthorised changes and ensure corrective action is completed.
Governance, Risk and Compliance
- Ensure service delivery aligns with relevant security policies, contractual requirements, and governance frameworks.
- Maintain client operational risk, issue, dependency, and action registers.
- Identify and communicate security risks, control weaknesses, and compliance gaps.
- Coordinate risk assessments, audits, remediation activities, and material risk escalation.
Reporting and Service Reviews
- Produce and present monthly service reports and executive service summaries.
- Report on service performance, incidents, risks, changes, problems, security outcomes, and improvement initiatives.
- Provide trend analysis, material exceptions, corrective actions, and decisions required.
- Maintain records of governance meetings, decisions, actions, owners, and due dates.
Continual Service Improvement
- Maintain a service improvement plan for each assigned client.
- Identify improvements using service data, incident trends, assessments, audits, and client feedback.
- Coordinate improvement initiatives across operational and technical teams.
- Track measurable improvements in service quality, efficiency, automation, and security effectiveness.
Contract, Scope and Commercial Oversight
- Maintain an understanding of client contracts, service scope, responsibilities, exclusions, and service levels.
- Monitor scope adherence and identify unmanaged or out-of-scope activities.
- Escalate changes in client requirements, consumption, capacity, licensing, or resource needs.
- Support contract renewals, service enhancements, and appropriate expansion opportunities.
Service Transition and Onboarding
- Track the onboarding of new clients and cybersecurity services.
- Ensure service acceptance criteria, operating procedures, monitoring, escalation, reporting, and governance requirements are completed.
- Identify transition gaps that may place the client or service at risk.
- Monitor hypercare and track outstanding transition actions through to closure.
Your Expertise:
- 10+ years ICT experience across Infrastructure, Networks, Cloud and Security.
- 5+ years in a technical leadership, engineering lead, operations manager, or security management role.
- Proven experience managing technical escalations and major incidents.
- Proven experience engaging directly with clients and executive stakeholders.
- Experience working within managed services, enterprise environments, or cybersecurity service providers.
Experience overseeing complex technical environments spanning:
- LAN
- WAN
- Cloud
- Servers
- End User Computing
- Identity & Access Management
- Security Operations
- Zero Trust Architectures
Qualifications:
Qualification Essential Competency
Enterprise Infrastructure
- Routing & Switching Architecture
- Perimeter Security
- LAN / WAN Technologies
- Wireless Networks
- SD-WAN
- IP Protocols
- DR
Cybersecurity
- SIEM
- EDR/XDR
- Vulnerability Management
- Identity Security
- Email Security
- Cloud Security
- Incident Response
- Threat Management
Zero Trust
- Zscaler
- Conditional Access
- MFA
- Segmentation
- PAM
- Identity Governance
Governance
- Risk Management
- Security Policies
- Security Standards
- Audit Management
- Regulatory Compliance
- Change Governance
Qualifications Preferred/Knowledge
- CISSP (Preferred)
- CISM
- CRISC
- ISO27001 Lead Implementer or Lead Auditor
- ITIL Foundation / ITIL Managing Professional
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