Manager of IT Service Experience & Transformation, Sophos
Cybersecurity-as-a-Service
Open for applications
Cybersecurity-as-a-Service
1001+ employees
Open for applications
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
- Leading service focused teams and functions
- Strong knowledge and foundation within ITSM
- People management of local and global teams including managing differing cultures
- Project management experience
- Organisational change management experience
- ITIL Foundation certified. SLA and KPI management and the relationship to the user experience
- Automation platforms including Power Platform, RPA and ITSM integration
- Process ownership and improvement
- Management of the end user journey and IT contact channel improvements
- Implementation and management of chat bots
- Microsoft Power VA preferred
Desirable
- Experience level agreement implementation
- Power BI understanding and experience
- ITSM tools; Jira, ServiceNow, Freshservice or others
- Asset Management experience. Automation planning and implementation across IT service orgs
What the job involves
- The Experience Transformation Manager will be responsible for delivering transformation initiatives across the business in support of achieving an enhanced user experience
- You will assess tools, processes, suppliers, and teams to identify best in class service improvement opportunities to reduce resolution times, increase self-service adoption, reduce hand-offs and identify next generation AI solutions to support our business success
- You will have direct people management responsibilities for a varied, global, team of professionals representing the IT Service Management function, and will drive a continual improvement culture and mindset
- You will own our service improvement plans within the IT Services business, delivering targeted campaigns to optimise our processes and costs and be a trusted voice of our users to drive an enhanced experience, collaborating across our wider business areas
- Lead a team of IT support professionals responsible for varied services covering the end to end service management process
- Drive change transformation programs including process design, communication and end user adoption/cultural change initiatives
- Lead incident, problem and change improvements and operational efficiencies
- Own knowledge management enhancements. Identifying gaps, building learning plans and communication within the business
- Own relationships with internal and external stakeholders, representing the IT service
- Analyse organisational processes and procedures, developing process enhancement strategies
- Collaborate with platform and product owners to streamline access, utilisation, and simplify the user journey
- Identify and build experience aligned measures and communicate within the business
- Create and manage datasets, identifying actionable insights and owning implementation of enhancements
- Work with suppliers to identify and implement enhanced services and offerings
- Streamline our IT offerings, aligned to modern, proactive support channels
- Collaboration with engineering and automation teams, focused on driving an improved end to end experience
- Support and input to our IT strategy
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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