Manager Security, Managed Services

CDW

About The Position

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW. Job Description The Manager is accountable for ensuring the successful delivery of high-quality services per the Statements of Work (SOW). The Manager is focused on enabling their team through strong leadership, mentoring and active coaching to develop skills. The role will be measured on customer satisfaction, customer loyalty, reference-ability, employee engagement, and efficiency gains. 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.

Requirements

Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field and 7 years of security experience in a client-focused environment, and/or working in security operations center, and at least 2 years of experience leading projects and initiatives with a significant and material focus on cybersecurity that improved and transformed the business, OR 11 years total of Information Technology experience to include 7 years of security experience in a client-focused environment, and/or working in security operations center, and at least 2 years of experience leading projects and initiatives with a significant and material focus on cybersecurity that improved and transformed the business
At least 2 years of experience with people, project or customer account leadership.
At least two technical advanced or expert level certifications in Managed Security Services disciplines, including but not limited to: Check Point: CCSE: Cisco; CCNP Security, CyberOps Professional, CCIE Security; Palo Alto PCNSE, Cortex XDR-PMXdC; IBM QRadar Security: Administrator, Deployment Professional; SANS GCIA, GCIH, Splunk, CrowdStrike Falcon: CCCS, CCFR, CCFH, CCFA, CCIS; Exabeam: Advanced or Principal Implementation Engineer, Tenable VM Expert or similar technology certifications
The position is part of a 7-day per week, 24-hour per day managed services operations. Must be available to work outside of the regular business hours which may include weekends and holidays.
Excellent prioritization / and time management skills, including the ability to manage their time without supervision to focus on priorities and handle multiple tasks simultaneously.
Experience managing and leading IT infrastructure and Information Systems Design or support involving hardware, software and services at an enterprise level for at least one discipline in the Managed Security Services portfolio
Direct involvement in working with internal and external teams to implement and troubleshoot complex configuration hardware, software and services
Experience presenting ideas and solutions to clients and adapting presentation style to fit particular client situations
Demonstrated ability to lead and facilitate the investigation of complex problems where analysis of situations or data requires an in- depth evaluation of variable factors from multiple IT infrastructure systems
Demonstrated ability to establish positive working relationships and conduct complex and important work critical to the organization in a team, consulting environment
Proven ability to select resolutions and techniques that meet both technical and business requirements within the context of best practices, and make recommendations to achieve targeted objectives
Clear, concise, and engaging communication and presentation skills in various settings.
Collaborative problem-solving approach and mentorship ability.
Proven ability in team leadership roles and empowering others to increase contribution and level of responsibility
Consistently achieves high levels of customer satisfaction.
Demonstrated ability to execute service delivery using productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications.
15% ability to travel as needed

Responsibilities

Designs and implements operational reporting to ensure the successful delivery of the managed services
Assists in the development of departmental KPIs and objectives
Accountable for the KPI targets and objectives being delivered by your team.
Identifies and executes on process improvement initiatives, improving the Service Delivery model, improving efficiency while adding additional value.
Confidently runs departmental and customer facing meetings, delivering effective, concise content during all interactions; focusing on the key message they want to convey while explaining the function and value of our approach to service delivery by highlighting our differentiated services per MSS positioning.
Builds and manages client relationships as a Trusted Partner, effectively managing client escalations, working collaboratively with their direct leader and cross-functional delivery teams to maintain strong communications
Ensures the team is positioned to deliver high quality services in alignment with the SOW through accurate resource assignment, workload prioritization and scheduling.
Accountable for the quality and consistency of the documentation, processes and knowledge base for their team and customers, ensuring that it is consistent and up to date with current process and knowledge.
Embodies Trusted Advisor principles, including building trust and influencing loyalty with the client and mentoring their coworkers.
Works collaboratively with their leaders, and directly with their team, in our coaching program, providing consistent and constructive feedback, both written and face-to-face, to their team as a coach, in alignment with our Trusted Advisor program, identifying performance opportunities and risk by uncovering and recognizing patterns in our service delivery impacting the client experience.
Performs quality assessment (QA) of the teams work as part of regular coaching to ensure outputs are aligned with objectives and KPIs
Actively recognizes team members for developing client loyalty and coaching peer coworkers.
Support the launch of new service offerings. and implements solutions for business process deficiencies, service performance issues, team utilization and SOW alignment.
Develops reports, presentations and documentation for the team, providing a clear foundation and structure for service delivery.
Identifies Develops and improves Standard Operating Procedures (SOPs) and knowledge base articles.
Identifies and outlines new Trusted Advisor programs based on client feedback and coworker coaching
Maintains a strong network and promotes the organization at various meetings, forums, panels, publications, and conferences.
Develops and coaches Trusted Advisor skillsets within the team.
Begins to establish thought leadership in the industry.