Head | Managed Cybersecurity Services  

Service Delivery Management

• Responsible for the delivery of service commitments based on SLA, OLA and KPI Targets including other contractual obligation for managed network services.
• Responsible in the development, implementation and maintenance of an effective and efficient service delivery model and process that focuses on value creation to both the Company and its customers.
• Provide leadership to different managed services teams to achieve highest possible service delivery performance and ensure consistency of quality services to clients.
• Work closely with the Service Delivery Managers, Functional Teams and other Key Stakeholders on daily operational requirements including planning and management of available resources.
• Provide a single view of managed service delivery across business, data, service management and technology operations - using a customer-centric business approach.
• Manage stakeholders and customer escalations and expectations while maintaining a constructive relationship with them through understanding their business drivers.
• Serve as the main contact for vendors or suppliers of products and services directly impacting its operations for support, negotiations and escalations.
• Establish process governance by conducting service delivery performance review both internal and external and continuously monitor metrics and leverage customer feedback to drive continuous improvement of service practices.
• Foster continuous service delivery optimization and efficiency.
• Partner with Sales and Business Development managers in processing sales opportunities to expand services and clientele and significantly contribute to achieving the financial targets of the entire managed services group.
• Develop a high performing team through coaching, mentoring and leveraging the Company’s Learning & Development programs.
• Drive compliance on information security policies and controls including confidentiality, integrity, availability, risk management, data privacy and the like.

Business Relationship Management

• Identify changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided.
• Establish and articulate business requirements for new services or changes to existing services.
• Mediate in cases where there are conflicting requirements for services from different business units
• Ensure that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLAs (Service Level Agreements) and service level

• College Graduate or Diploma holder of any computer-related course.
• Preferably a degree in Information Technology, Engineering, or a related field.

Working Conditions

• 24x7 shifting schedule at Trends MICTS office
• The Incident Manager works a standard 40-hour workweek but may be required to work additional hours during periods of high incident volume.
• Probationary for 6 months
• Personal and professional development (certified training, on-the-job coaching & mentoring, career progression support)
• To be a successful incident manager, you should have an aptitude for picking up innovative technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents.