Cyber Security Principal Services Manager
Herndon , Virginia
September 26, 2017
The primary role of the Cyber Security Service Manager is to be responsible for cyber security service management activities for assigned client base, resulting in positive customer satisfaction, eventual contract renewal and ideally clients willing to act as a reference. They are "the voice of the customer" and as such are responsible for ensuring the other operational delivery functions, PM, and Sales where appropriate, understand their clients' requirements, their priorities, and their requests to not only provide a consistent high-quality MSS service, but where continuous improvement is built into the operating model.

• Manage and maintain a trusted relationship with between 30-50 clients across all tiers
• Serve as a subject matter expert of all MSS offerings; ensure scope of contracted services is clear to clients
• Drive improvements in client satisfaction and be accountable for the quality of service delivered for clients
• Provide a clear and regular update to clients on action items, including proposed actions and dates to closure
• Responsible for addressing underlying problems affecting one or more of assigned clients
• Receive and coordinate customer enhancement requests with Product Management and enter into relevant system for prioritization and evaluation
• Receive and coordinate customer reported bugs/issues with MSS web portal with Development
• Overall accountability for transition success
• Work closely with the MSS Sales Specialists, providing updates and up-sell opportunities to the relevant sales person for each account
• Leverage the most effective and efficient service from the delivery teams for each assigned client
• Produce consistent, high quality service reviews that demonstrate quality and continuous improvement
• Maintain/track client details using SFDC Heat Index
• Provide initial assistance on Deepsight service for MSS customers
• Provide existing customers MSS portal walkthroughs and demonstrations
• Coordinate major/out-of-scope customer requests, requiring the purchase of Help Desk Tokens
• Receive and coordinate customer Organizational Hierarchy (OH) requirements and custom escalation matrices
• Escalation point for internal teams for unresponsive customers
• Receive and coordinate reporting requests, assisting with high level design of reports where required

Is Not Responsible For:
• Managing the overall on-boarding plan and updates for assigned customers (Transition)
• Provide technical analysis of issue for any reported bugs/issues (Product Development)
• Implementing all standard and minor change requests
• Day to day incident management (Service Desk for alarms and routine requests, Analysis for security monitoring & incident handling, Engineering for device management)
• Creating internal Incident Security Forms (ISF) or internal After Action Reports (Escalations Manager)
• Designing new/custom reports (Development)
• Defining or scoping services contracted by clients (SE and MSS Sales Specialist)
• Executing client enhancement requests (Product Management)
• Be a MSS sales person (Sales)
• Technically scope POCs (SEs)
• Deliver Deepsight demos for prospects (Ses) or on-going Deepsight support (DS support)
• Demonstrate initial portal (SE responsibility)
• Identify the amount of tokens to be assessed (responsibility of technical team and final decision with SOC Director)
• Approve custom escalation matrices (Analysis, Engineering and Transition Support)
• Implement technical enhancements (Infrastructure Service desk/ team or development team)

Performance Measures
• Customer satisfaction (Previously NPS)
• Customer renewal rate (>90%)
• Quality and accuracy of high risk client "Action Lists" and "Get Well Plans"
• Progress and "heat reduction" for identified clients
• Direct feedback from Sales/SE/Account teams and respective leadership regarding identified clients
• Other measures/KPI's as identified by Regional Director
• Number of escalations to senior management without prior situational awareness updates from SM to senior management
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Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.

A little about us:
Join the leader in cyber security. At Symantec, you will make the world a safer place by helping people, businesses, and governments protect and manage their information so they can focus on achieving their goals.

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