Service Designers

Software Requirements:

• This Cybersecurity Service Manager role is responsible for operating as part of a global/local team within the Cybersecurity organization, to analyze and implement activities around Service Management Practices not limited to Service catalogue management, Service request management, Service design, Continual improvement, Service validation and testing, Service level management, Service financial management, Measurement and reporting, Knowledge management, Release management

Overall Responsibilities:

• As a Service Manager, work towards enabling right customer outcomes thus improving the overall customer experience.​

  
  
• Complete Service catalogue gap closures and seek sign-off from the stakeholder(s). Own & manage as ‘BAU’ for future changes.​
• Create Service management backlogs requirements/workbook (new / enhancements to existing services) for required deliverables provided by the Service Line.​
• Own service management backlog, govern progress to ensure appropriate traction on remediation​
• Agree benefit scoring estimates with accountable service provider when onboarding/optimization item is both added to the Service Management Plans and during design stage prior to implementation​
• Assess services on a ‘end to end’ basis using prescribed methodology  i.e. from request to service fulfilment to maximise optimization opportunities​
• Create roadmap of 90 / 180 day service plans for respective Service Line deliverables and transition that into a formal plan depicting the true status of each deliverables.​
• Work with the respective Service Line leads in delivering the outcomes, check for improvements/enhancements and deliver them accordingly​
• Transition of services from backlog items to Service Now. Accountable for the end to end deliverable plan​
• Benefits realized discussed and agreed with Service owners, added to the SM Plans ​
• Design new service work-flows, enhancements, UAT Coordination and Business Readiness process flows and implement them for Service Line deliverables.​
• Seek required approval from Design Authority for any changes to services that meet criteria​
• Cybersecurity Service Performance & Finance  maintained, tracked and reviewed with the Service Line & Finance teams with regular reports issued throughout the year and ensure appropriate traction on remediation.​
• Define, document, agree, monitor, measure, report and review the level of services provided. Ensure that specific and measurable targets are developed for all services. Deliver the Service metrics for aligned business & regions.
• Implementation of Demand management & Capacity planning process for service lines
• Proactively identify problem and resolve, make decisions based on sound, rational judgment and stakeholder needs..
• Own and analyse customer requirements, feedback & issues and look at effectively completing them. Strive to deliver outstanding customer service and drive to achieve/improve exceptional customer loyalty, satisfaction.
• Identify service work-flow changes from cyber function and other integration Items, including their attributes and relationships for implementation & communication to stake holders.
• Operate as part of a global team and responsible for delivery of cyber security services.

Skills:

• Knowledge of information security concepts and principles
• Demonstrable aptitude for and interest in information security and service management
• Strong initiative, consensus-building and ability to collaborate directly with a variety of clients (business, development, compliance, etc.)
• Strong written communication (writing sample to be requested)
• Polished and professional verbal communication skills, experienced facilitator and briefer
• Ability to adapt and apply information to new scenarios and technologies

Experience:

• 8 + years proven and broad-based IT experience or equivalent,
• Working experience of Service Management practices implementation.
• Working knowledge of  Agile & Devops
• University degree in information systems, or a related field, or equivalent experience;
• Strong technical, security management, problem-solving, lateral thinking, planning, organizational, analytical,  decision making, communication and interpersonal skills
• Ability to work and communicate effectively and articulately as a team member with management and staff at all levels.
• Knowledge of risk matrix/ risk frame work
• Technical / Security related Certification (ITIL & Security) desired.

Day-to-Day Activities:

• Participating in daily stand-up meetings and project planning sessions.
• Collaborating with cross-functional teams to understand business requirements and design solutions.
• Writing, testing, and deploying software solutions.
• Participating in code reviews and providing feedback to other team members.
• Staying current with the latest technology trends and advancements.
• Providing technical support to team members and resolving technical issues.

Qualification:

• Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.

Soft Skills:

• Excellent written and verbal communication skills.
• Ability to work well in a team environment.
• Strong problem-solving and analytical skills.
• Ability to adapt to new technologies and changing requirements.
• Good time management and prioritization skills.

S​YNECHRON’S DIVERSITY & INCLUSION STATEMENT
 

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

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