Americas IT Service Manager, Sophos
$92-153k
+ Bonus eligibility
Cybersecurity-as-a-Service
Open for applications
Cybersecurity-as-a-Service
1001+ employees
Open for applications
$92-153k
+ Bonus eligibility
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
- ITIL certified
- Project Management certified
- IT Service Desk and on-site services experience
- Asset management experience
- SLA and KPI identification, creation and negotiation experience
- XLA understanding
- Confluence and Jira experience
- ITSM knowledge and experience: Servicenow, BMC Remedy, Jira, Freshservice. Including workflow automation, reporting and dashboard implementation
- Excel and PowerBI knowledge and experience of dashboard creation and management
- Skilled people manager. Adapt at providing clear direction and driving a culture of continuous improvement
- Experience managing executive level stakeholder relationships
What the job involves
- Our IT teams support more than 5,000 end users within the business who rely on our technology and processes to enable them to be effective
- We are the first point of contact to support, guide, and solve their IT incidents and requests, and you will be leading a team of engineers to deliver a best-in-class service, exceeding our end user expectations, for our Americas population
- You will hold direct line management responsibility for a team of 10 engineers based in North America, Canada, and India providing both remote and onsite support services
- Our team’s range in skills and experience and you will provide coaching, skills and career development, guidance, and performance management to drive an industry leading end user experience and a top performing team
- You will be responsible for the relationship with our internal business stakeholders across varying business units and locations including ownership for IT support delivery to our executive team
- You will need to understand the intricacies of how we operate globally, awareness of the crucial relationship IT plays in enabling our business to succeed, share best practice, identify improvement areas and drive proactive support opportunities where possible
- While you will have primary ownership for our Americas group, you and your team will be aligned to a “follow the sun” model where you will support non-Americas locations outside of their core business hours
- You must partner with your regional colleagues to build a standardized, global, framework to enable a successful 24x5 operating model, identify and build best practice, automate, and find better ways of working to optimize our services and offerings
- Line management responsibility for ~10 Level 1, Level 2, and Level 3 IT engineers
- Coaching, skills development, and performance management
- Management of business escalations and ownership of resolution
- Delivery of RCAs and improvement actions
- Managing team and business communications
- Managing regional and business stakeholder relationships
- Management executive IT support relations, including proactive monitoring and resolution
- Influence and coordinate the incident, problem, and change management process
- Responsibility for regional opex spend and input to capex requirements
- Ownership of joiner, mover, leaver for the Americas group, ensuring day 1 readiness
- Regional process ownership including delivery of knowledge content consumed by both IT and the business
- Drive continual improvement opportunities across the IT service business
- Partnership with engineering and compute teams to identify and implement enhancements and better ways of working
- Responsibility for regional and global SLAs and KPIs
- Input to XLA implementation and recommendations
- Hold monthly operational reviews with IT senior leadership, and regional senior leadership teams
- Provide management information, actionable insights, and recommendations for improvement opportunities for user experience, resolution times, automation, integration and technology
- Partnership with engineering and compute teams to identify and implement enhancements and better ways of working
- Drive continual improvement opportunities across the IT service business
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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