Job Description

& Summary

The Opportunity

We areseekinga highly skilled and proactive Service Managerto lead and manage perimeter security services within our global infrastructure operations. This role is pivotal in ensuring service excellence, operational efficiency, and strategic alignment across technology and security platforms.

The Service Manager will oversee the end-to-end performance of perimeter security services, drive continuous improvement, and collaborate across teams to deliver high-quality outcomes. This is a hands-on role requiring strong leadership, technicalexpertise, and stakeholder engagement.

What you will be doing

• Manage infrastructure services to meet SLA targets and performance expectations.

• Oversee service delivery from IT suppliers, handle escalations, and drive roadmap strategy and execution.

• Monitor and improve performance of perimeter security products/services.

• Collaborate with operations and technical teams for problem diagnosis, resolution, and configuration management.

• Lead budgeting, financial planning, and variance reconciliation.

• Drive continuous process improvement and governance.

• Support sourcing processes for FTEs, contractors, and SOWs.

• Maintain awareness of emerging technologies and promote innovative solutions.

• Administer content and application access where applicable.

What we need from you

• Education:Bachelor’s Degree (preferred).

• Experience:Minimum 5 years in progressive roles involving information security and/or IT management.

Skills &Expertise

Technical & Operational:

• Deep understanding of network infrastructure and perimeter security.

• Agile release management and ITIL v4 practices.

• Strong knowledge of technical security operations and standards.

• Experience with ServiceNow tooling, reporting, and dashboard creation.

• Data analysis and modeling capabilities.

Leadership & Collaboration:

• Proven ability to lead cross-functional teams and complex projects.

• Strong communicationskills with business and ITleadership

• Ability to influence stakeholders and build trust across teams.

• Experience in change management and navigating matrix organizations.

Strategic & Financial:

• Budget development and management, including monthly/quarterly/annual reconciliations.

• Ability to translate technical service elements into compelling value stories for executive stakeholders.

• Governance and processimprovementleadership.

Top Competencies

• Executive-level storytelling and impactful communication.

• Hands-on leadership with the ability to multitask and adapt quickly.

• Strong organizational skills and responsiveness.

• Strategic thinking with a focus on stakeholder alignment and service satisfaction.

Team Structure & Role Fit

This roleoperateswithin the Global IT Service Platformsteam, coordinating critical deliverables across multiple functions. While there are currently no direct reports, this may evolve based on business needs. The Service Manager plays a key role in resource governance, stakeholder engagement, and driving service excellence across territories.

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