Summary

We are looking for a Service Manager to join our Project Management Office team. Service managers work alongside IT security professionals to help manage customers, quality, budget and efforts associated with projects related to all our professional services. The candidate will mostly assist in delivering GoSecure’s services within the agreed upon duration, scope and constraints while managing stakeholders’ expectations and objectives.

Duties and responsibilities

The incumbent is responsible for the following:

· Post-sales customer service and strategic engagement during and after cybersecurity incidents.

· Planning and overseeing Incident Response (IR)-related projects throughout their lifecycle:

o Initiation;

o Planning;

o Execution;

o Monitoring and control;

o Closure.

· Ensure completeness of IR engagements in a timely fashion and within budget.

· Manage customer expectations and ensure satisfaction with GoSecure’s incident response services.

· Coordinate and track active IR cases, ensuring visibility into status, ownership, and next steps.

· Develop and maintain project plans, issues logs, and status reports.

· Advocate and monitor customer requests/issues cross-departmentally.

· Facilitate cross-functional collaboration between the SOC, analysts, legal, and client teams during IR engagements.

· Track and manage initiatives stemming from IR cases.

· Identify and support post-incident upsell opportunities.

· Collaborate with account managers to align upsell initiatives with client needs and timing.

· Track support level and customer satisfaction metrics.

· Ensure SLA targets are achieved and exceeded.

· Identify opportunities to improve metrics and team efficiency based on analytics.

· Monitor employee productivity and facilitate continuous improvement through feedback and operational guidance.

· Contribute constructive feedback to the management team as part of the performance review process.

· Outside business hours can be expected.

Qualifications

The ideal candidate will have the following qualifications

· Bachelor degree in business administration (BBA) or University degree in Computer Science or college diploma from a related program

· Master degree in business administration (MBA) or Project Management Professional (PMP) certification would be an asset;

· Bilingual (+French and English);

· 2 years of professional experience in project management or in another relevant domain;

· High interest in learning about cybersecurity topics such as Ethical Hacking, Managed Services, Security Architecture;

· Knowledge of IS/IT security principles and of network security tools and technologies is considered an asset.

The following personal abilities are favored at GoSecure:

· Excellent analysis skills;

· Exceptional organizational skills;

· Ability to work independently and handle multiple tasks concurrently;

· Superior verbal and written communication skills in English and French are mandatory;

· Energetic and positive with a "can do" attitude.