Head of Security Service Transition

About the role

Job Purpose:
Middle management position (Manager of managers) reporting to the Head of
Security CoE (Center of Excellence) in Egypt MSC.
As Head of Security Service Transition, you will be leading different teams
across service transition process including Technical Implementation, Project
Management, and other functions ; responsible for the implementation and
delivery of Managed Security Services to International customers, and you will
be fully accountable for the achievement of business and operational targets.
Key Tasks and Responsibilities :
* Work closely with the CoE Head and security management team to achieve the center business and operational objectives.
* Oversee service transition process across its lifecycle (valdiation, project management, technical implementation, HOTO, ...,decommission), and
* Support the collaboration between Security Transition and International Operations to improve and to stream line the transition process of security services end-to-end.
* Lead initiatives to develop, plan, and implement, programs, policies and workflow changes to maximize Service Transition quality, effectiveness and efficiency.
* Ensure best practices are adopted across the organization to provide state of the art service to our customers.
* Build and drive customer-focused and quality-centric culture within the teams to ensure operational excellence, and maximum customer's satisfaction.
* Take ownership of escalated customer problems. Manage efficient resolution of customer's issues and complaints, and ensure follow-through to conclusion.
* Manage the performance of line managers and subordinates, effectively, by setting clear and measurable objectives for them and provide coaching to achieve their business and operational objectives.
* Support line managers to improve recruitment, resources allocation, performance management, and people development.
* Ensure proper alignment of resources and effective utilization of skill sets for running project portfolio.
* Produce and to present relevant security, performance, and financial reports to internal and to customers' management and governance authorities as required.
* Develop effective relationships with internal/external key contacts and stakeholders.
* Expand and identify current and new business opportunities by strengthening client relationships.
* To keep up to date with emerging security trends, threats, best practices and standards (internal and external), regulations, and security enhancing technologies.
* Ensure all direct reports adherence to internal policies, processes, and standards.
* Any other duties and responsibilities commensurate with this role.

About you

Professional Experience
You are a mature professional with at least ‎10 years of experience in
IT/Telecom, and + ‎5 years of proven management/leadership experience in
multinational environment ; preferably in security domain or in customer
service industry.
Educational background and qualifications :
* Computer, Comm., or Electronics B. Eng, B.Sc. degree.
* Master degree is strongly preferable.
* Relevant professional accreditation in security management, IT Service Management ,operations management, supply chain management, product management, and business administration will be strongly considered.
Your key skills :
* Strong leadership and people management skills, with passion for developing and leading high-performance teams.
* Strong customer focus, able to respond quickly and effectively to customers' issues and opportunities, and able to adapt to a fast changing customer landscape and challenges.
* Sound Decision-making capabilities. Ability to quickly solve the problems, make decisions under pressure and take responsibility for the outcome.
* Strong focus on delivering results, ability to think out of the box and beyond your typical area of responsibility and help to solve problems across departments and business verticals.
* Experience working with virtual and remote team members and stakeholders in large multinational organizations .
* Effective communication skills at all levels.
* Excellent organizational and time management skills.
* Excellent verbal and written English language skills,
* French language is a strong Plus.

Department

Customer Services & Operations

Contract

Regular