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Client Services
Who we are
A Managed Security Service Provider (MSSP) with a wealth of experience gained in the Protection and Commercial sectors. We help organisations of all sizes build cyber-security capabilities and maintain compliance through practical Consulting and Managed Services.
Our suite of services blends together best-in-breed technologies to provide real time 24×7 monitoring, triage, remediation, threat assessment, vulnerability management, and Professional Services to give our Clients absolute peace of mind that their critical environments are protected.
Our Security Operations Centre (SOC) delivers an array of services that provide our Customers with robust end-to-end cyber security protection, from monitoring services to threat relevant detection content, from leading threat intelligence to a Customer focus that enables us to become our Customers’ trusted partner.
Role Description
Talion is looking for an individual to take responsibility for the delivery of several of our Managed Security Service contracts to ensure that we meet Client expectations whilst delivering in line with budget and quality standards. They will act as the Client’s key point of contact for the Service and as their advocate to the internal teams.
Our Technical Service Managers (TSM) produce Service performance reports, oversee incidents, problems and changes on the Service and provide escalation points for both our Clients and within the business as required. They act on behalf of both parties to ensure smooth delivery of Services to contracted service levels, manage the costs to deliver them whilst continually working with all parties to find improvements to the Service.
They continuously add value to our Service and to the requirements of their Customers – this can take the form of expertise in Service Improvement, analysis of trends in the Services delivered, influencing improvements in the Services delivered, liaising with Customers to understand strategic direction, and identifying ways in which Talion can support them.
The successful candidate must be able to communicate effectively with a wide range of stakeholders, from board director to junior analyst, use influencing skills and a range of styles to ensure that our customers receive the high standard of service they expect.
This role will be based in Leeds however TSMs are expected to travel to Clients’ sites on a regular basis.
Key Responsibilities
Service Delivery and Reporting
- Delivery of services in accordance with agreed service levels and key performance indicators.
- Diagnosis of service problems, initiating actions to maintain or improve the levels of service.
- Collaboration with the Customer at both technical and business levels to underpin the activities of sub-contractors or service provisioning teams.
- Management of small enhancement projects using capabilities within the service team.
- Management of the handling of incidents, problems and change in their area of service.
- Preparation of service delivery reports for presentation at regular service delivery reviews.
- Interpretation of technical issues and translation of them into business issues and needs then initiation of actions to maintain or improve levels of service.
- Monitoring of performance, collection of performance data and investigation of problems and trends.
- Resolution or escalation of problems, implementation of service improvement actions and plans, management of these to agreed timelines and ownership of communication to both the Customer and internal management teams.
- Provision of feedback on service portfolio components based on industry trends and service performance.
Business Development
- Development of relationship with Client service team and account managers to sell add-on enhancements and changes by becoming a trusted advisor, identification of opportunities and qualification of them then development of them in collaboration with the account manager.
- Management of the design, estimation, approval, and implementation of Contract Change Requests to the service, drawing upon service architects where required.
Subcontractor
- Influencing of subcontractors who deliver components of the service, whether those are external company providers or other parts of Talion. Working with their management chain or manager of the subcontractor to ensure delivery of services to Customers.
- Maintaining relationships with parts of the Client organisation with which we have service dependencies.
Service Complexity
- Management of several medium complexity services or one/two high complexity service.
- Management of a small team of TSMs who each have a portfolio of Customers consisting of less complex services
Qualifications and Requirements
- ITILv3 Foundation (required)
- Good understanding of latest infrastructure technologies and ability to translate them into service issues and solutions (required)
- Demonstrable ability to be productive autonomously and able to move forward without complete information, sometime under challenging time constraints (required)
- Leadership and influencing (required)
- Service Introduction and acceptance (required)
- PRINCE 2 Essentials (desired)
- Experience of Security Operations (desired)
- ITILv3 Expert (desired)
- Lifecycle Management especially Service Acceptance Gateways (desired)
- The ability to understand and interpret technical challenges to non-technical recipients (required)
- Basic understanding of networking technologies (required)
- Working knowledge of cloud technologies – Azure/AWS/GCP (desired)
