IT Service Management Associate, Sophos
Cybersecurity-as-a-Service
Job no longer available
Cybersecurity-as-a-Service
1001+ employees
Job no longer available
1001+ employees
Company mission
To develop powerful and intuitive products and services that provide the world's most effective cybersecurity for organizations of any size.
Role
Who you are
- Data analysis and processing, excel and Power BI
- Project management experience
- ITIL exposure and experience
- IT service management experience across the incident, problem and change process
- SLA and KPI management and the relationship to the user experience
- Automation platforms including Power Platform, RPA and ITSM integration
- Process ownership and improvement
Desirable
- ITIL Foundation V3 certification
- Experience level agreement implementation
What the job involves
- The IT Service Management Associate will be responsible for the end-to-end processes and service management function, driving our end user experience and efficiency
- You will be the custodian of all IT processes, continually identifying improvement opportunities across the incident, problem and change function and working closely with engineering teams to assess and implement automation where possible
- The IT Service Management Process Leader will be responsible for building, documenting and gaining stakeholder understanding and agreement of our SLAs, KPIs and XLAs
- This includes driving improvement plans, identifying trends and actionable insights, and supporting business plans feeding into our overall strategy
- Developing and implementing service standards and procedures
- Monitor and analyse service metrics such as response time, resolution rate, customer satisfaction and take proactive measures to drive continuous improvement
- Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives
- Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives
- Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies
- Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills
Our take
Due to the fast-evolving nature of cybercrime, companies can struggle to keep their security up-to-date and resilient. Sophos provides managed cybersecurity services to identify and resolve cyberthreats within all sizes of organisations, combining cutting edge cybersecurity tech with expert support teams.
Leveraging AI and machine learning, Sophos' system automates the detection and blocking of over 99% of threats, meaning its analysts only have to hunt down and stop the most sophisticated attackers. As well as its Managed Detection and Response (MDR) product - which, serving over 15,000 customers, is the most-used on the market - the company also delivers Incident Response Services for those experiencing an active threat.
Sophos is not a new player in the cybersecurity space, but has demonstrated its dedication to innovation with continued product launches, updates, and acquisitions such as that of BAE spinout SOC.OS that have kept its tech at the front of the market. Alongside many of its peers, the effects of the economic climate have caused Sophos to cut staff as it focusses on achieving “the optimal balance of growth and profitability", but this recent hiccup does not take away from its position as a market leader continuously leading adaption in the space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Jul 2020
$2.7m
SEED
Total funding: $2.7m
Company benefits
- Remote-first working model & hybrid options
- We encourage teams to get together in person periodically to help facilitate teamwork
- Flexible start and end times for many roles
- Leadership development program
- Access to LinkedIn Learning
- Global internal coaching program (Coach Match)
- Periodic Sophos wellness days off for all Sophos to help employees relax and recharge
- Global wellbeing program, which offers a range of wellbeing resources, including Sophos Wellbeing Webinars, Stress Management Toolkits, and Developing Resilience Courses
- Free Employee Assistance Program (EAP) for confidential advice and counseling on a wide range of work and personal issues
- Free annual subscription to the Calm app
- Paid parental leave, caregiver leave & bereavement/compassion leave available
- We host some unforgettable social experiences for our global teams including our music festival SOPH-Fest, go-karting, Sophmudder, and incredible holiday parties!
- Our annual global fitness challenge, SOPH-Fit, sees thousands of employees taking part in our virtual global race around the world
- Each quarter, we celebrate our exceptional global team by running the Sophos Values Awards, which recognizes and rewards employees who embody the Sophos values and who we are as a company
- Health care benefits available worldwide
Company HQ
Abingdon, UK
Leadership
Kris Hagerman
(CEO, not founder)Former CEO of Corel Corporation, who previously served as Group President of Data Center Management at Symantec. Was also Executive VP and GM of Storage and Server Management at Veritas Software, as well as CEO and Founder of both Bigbook and Affinia.
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