Senior Manager, GSOC Operations

Job Description

About the Role

Sibylline is looking for an experienced Senior Manager, Global Security Operations Center (GSOC) Operations, to be embedded full time as the senior Sibylline representative within our clients’ GSOC located in Arlington, VA.

The ideal candidate must excel in people management, program oversight, and project delivery in a dynamic, high-intensity environment.

Successful candidates will have a proven track-record establishing and supporting resilient, data-driven, and customer-obsessed GSOCs capable of delivering results across a spectrum of needs in challenging operating conditions.

The Senior Manager will report directly to the client and work closely with partner teams to implement a shared strategy and vision.

They will be accountable for managing & reporting on team Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and delivery of exceptional service to the client.

They will be responsible for day-to-day personnel management and serve as a conduit to the client for significant operational and customer-related escalations and concerns within a 24 / 7 environment.

In this role, you will be responsible for operational oversight, contributing to a strategic vision through continuous improvement, and personnel development.

The Senior Manager is expected to provide support for operational escalations, or any escalations related to breaking events or the team’s implementation of approved policies and procedures.

The primary schedule is Monday-Friday with a minimum of three days a week in office. This role must also be available to support as needed after hours, weekends, and holidays for urgent escalations.

Duties and Responsibilities

Essential Functions

• Monitor and track staffing and operational metrics as well as key performance indicators and service level agreements for weekly and monthly reviews as required by the client contract.
• Ensure appropriate staffing coverage and responsibilities across shifts if we are at a critical staffing level, which would require picking up additional tasks as needed.

Escalate to client and Sibylline Sr. Leadership if staffing levels reach a critical threshold and implement contingency efforts to prevent gaps in service deliverables and operational standards.

• Responsible for day-to-day management of personnel, which includes all of the trackers of overtime, call offs, tardy attendance and any write ups / performance support documentation.
• Manage and report on continuous improvement efforts and actions related to the team’s performance, this is aligned against the client’s expectation for our Key Performance Indicators (KPIs).
• Manage personnel concerns and issues as required within Sibylline structure and in accordance with company policies.
• Use professional judgement, which includes referencing to the Standard Operating Procedures (SOPs) to determine which escalations require client awareness and / or engagement.
• Oversee staff contributions to the development and / or maintenance of policies and procedures impacting GSOC efficacy.
• Ensure operational implementation of technology and process changes in accordance with approved change management plans.
• Support the Sibylline Human Resources and Talent Acquisition teams in ensuring that onboarding, training and continuous learning, and performance support-related programs, projects, and tasks, are appropriately carried out.
• Work with human resources to report attrition in support of weekly, monthly, and quarterly business reviews.
• Attend regularly scheduled client meetings to report on contractual and operational KPIs and SLAs involving the team’s performance and service delivery on Incident and Crisis management.
• Serve as line manager to Operations Managers and skip-level to Supervisors, Lead Operators, and Operators.

Qualifications

Skills, Experience and Qualifications

Minimum

• Bachelor’s degree.
• Five (5) years’ experience managing a dynamic, 24 / 7 operations team involving multiple personnel, between 50+, within their direct or indirect purview
• Demonstrated effectiveness as a direct manager-of-record across multiple levels of organizational hierarchy, to include mid-level managers.
• Excellent oral and written communications skills, to include briefing senior client representatives and editing final products for business leader and customer consumption.
• Experience gathering and analyzing data or managing individuals performing such functions to create metrics that support positive change and continuous improvement recommendations.
• Demonstrated ability to plan for and effectively manage change involving processes, policies, and / or technology.
• Proven ability to manage conflict successfully and positively within and across cross-functional teams.
• Proven confidence and effectiveness managing high-intensity, dynamic situations.
• Proven ability to manage competing priorities and reprioritize according to situation or client expectations.
• Professional judgement to escalate issues to client with a solutions-oriented mindset and presentation.
• Demonstrated comfort with technology, with ability to quickly navigate and oversee the use of multiple systems and applications.

Preferred

• Master’s degree and / or professional certifications related to crisis management, project management, business continuity, Lean / Six Sigma principles, or in related fields.
• Eight (8) or more years’ experience managing 24 / 7 operations teams involving multiple personnel within their direct or indirect purview.
• Demonstrated effectiveness and driver of excellence as manager-of-record to diverse, cross-functional teams that includes direct, simultaneous oversight of at least 10 direct reports.
• Demonstrated experience and proven abilities to oversee the management of cross-functional teams in high-intensity, high-pressure environments or situations.
• Noteworthy emotional intelligence, as demonstrated through leadership and management skills and activities, such as mentoring and / or proactively identifying customer needs before they are articulated or articulable.

Additional Information

Next Steps

Successful candidates will be invited to complete a writing assessment (at an arranged time to suit you) to test writing and analytical ability.

Shortlisted applicants will then be invited to a final panel interview. In the current environment, our interviews will be conducted virtually.

The remuneration for this role is negotiable for the right candidate, dependent on qualifications, aptitude and experience.

The salary range for this role is $110,000 - $130,000.

Sibylline is committed to the recruitment and selection of candidates without regard for sexual orientation, gender, ethnicity, age, political beliefs, culture and lifestyle.

The firm is committed to fostering a business culture that reflects these values and promotes equal opportunity.