Manager, Managed Security Services - Mississauga, Canada - CDW
Description
Forsythe Technology is a CDW company. We share common values as a performance-driven, customer-focused culture.CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers across the globe.
_ This role will support our Mississauga, Ontario area Security Operations Centre, and can be based from the Toronto area, or remotely from elsewhere in Canada._
The Manager - Managed Security Services is accountable for ensuring the successful delivery of high-quality services per the Statements of Work (SOW).
The Manager - Managed Security Services will have a solid foundation in managed services, Cybersecurity domains 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.
What You'll Do:
Leadership (50%)
- Coaches the team on established Trusted Advisor techniques and criteria based upon Great Tickets and Great Meetings
- Directs team in operational activities to ensure compliance with departmental goals and objectives
- Defines the team annual goals and objective in alignment with the overall business objectives
- Leads or participates in product development, product refresh, projects and initiatives
- Scales the business to support long term growth
- Provides leadership, coaching, and mentoring of staff responsible for the delivery of Managed Security Services. Leads employee performance to standards of excellence
- Manages performance, rewards and recognition
- Identifies and proactively retains critical talent through integrations and transitions; manages low performers
- Establishes succession plan for key positions
- Selects and builds 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
- Ensures that employees understand the Sirius vision, as well as supports and reinforces targeted behaviors that contribute to Managed Security Services goals
- Provides focus and clarity in establishing individual goals, driving performance management, supporting career development and rewarding strong
- Communicates in clear, concise and crisp messages to a variety of audiences that instigate appropriate actions
- Effectively presents in a variety of formal and informal settings: oneonone, small and large groups, using a variety of presentation methods to sustain the audiences' engagement
- Manages time to focus on priorities
Client Engagement (20%)
- Sets strategic direction to establish long term goals for area of responsibility
- Educates their team on client needs and aligns business objectives with coordinated service deliveries
- When appropriate builds client relationships, promoting a trusted advisor status
- Creates and monitors key risk indicators, and implements corrective action plans to mitigate risks
- As appropriate, reviews and approves client reports and presentations, and manages the quality of technical knowledge transfer and analysis to clients on performance status, trends, and metrics
- Builds longterm, superior client relationships and proactively manages client expectations
- Effectively manages client escalations, working collaboratively with leadership and Sales to maintain strong communications
Service Improvement (20%)
- Evolves the Service Delivery model, gaining more efficiency while adding additional value
- Maintains knowledge of products and coaches/mentors employees on how to service strategic clients
- Oversees maintenance of the knowledge base and trains the team to update it and develop intellectual property
- Establishes procedures and recommends changes to policies to MSS Leadership that have a positive impact on the organization(s) and/or services delivery team
- Establishes a collaborative approach to problem solving, ensuring that solutions generated by the team are tested and proven
Professional Development (10%)
- Maintains a strong network and promotes the organization at various meetings, forums, panels, publications, and conferences
- Begins to establish thought leadership in the industry
- Maintains technical certifications and attends training sessions to refine technical skills
What You Need to Succeed:
Must-Have:
- Bachelor's degree (B.A./B.S.) or 3year diploma in Engineering, Computer Science, or a Technology related field
- At least five (5) years IT service delivery experience, to inclu
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