About the Team
Across industry, many global operators are beginning to converge their first line response teams in Network, IT and Security. The key to success is the bringing together of Tier 1 teams, aligning, and simplifying operational processes, making best use of common tooling, heavily automating repeatable tasks whilst maintaining distinct Tier 2 teams consisting of specialists in Network, IT and Security.
Within PXC, the Technology and Service Operations Centre provides the first line of response with multi-skilled Engineers operating 24x7 to support the performance and security of all our IT assets and Network Infrastructure. This includes all incident and change management activities, as well as the IT services provided to PXC colleagues through our IT Service Partner.
About Your Role
Reporting directly to the Service Operations Director, The Head of Technology and Security Operations will oversee the daily operations of the Technology and Security Operations Centre (TSOC), leading a team of technically skilled operational professionals, ensuring efficient and effective service delivery to our colleagues and partners and optimal delivery against our Technology and Security strategy.
The Head of Technology and Security Operations will champion and drive a culture of high performance, teamwork, and collaboration, ensuring operational excellence is deep rooted in ways of working and operating with a continuous improvement mindset is the norm.
As first line of response for Technology and Security Operations you will be expected to manage relationships with suppliers, partners and other stakeholders and provide a point of escalation for any customer service issues that arise. You will be expected to engage with stakeholders (both internal and external) who operate at various levels, therefore, flexibility on the activities performed, when those activities are performed, and communication style will be expected.
This role will also provide strong leadership on driving simplification, reducing our operating costs and prioritisation on activities that add value to PXC and its partners.
What you will be working on
1. The leadership of 9 Direct Reports, including Technology and Security Operations Shift Managers working on a 24x7 shift rotation, as well as Senior Operations Leads providing specialist support during normal business hours.
2. Leading a large team of ~45 colleagues working across multiple disciplines providing a 24x7 technical operation within PXC, supporting IT, Security and Network Services.
3. Ongoing performance management and demonstrable improvement of colleague performance against recognised KPI’s.
4. Develop and implement a Cross-skilling programme for colleagues in a technical environment, ensuring versatility and sustainability across the TSOC employee population.
5. Own and drive a strategy that, not only creates a more efficient operation, but also improves the performance of the services provided to our partners.
6. Ensuring that we drive technology and security operational requirements through the delivery of new products and services and that the Technology and Security Operations Centre is ready to support those products and services.
7. Provide an end-to-end incident management service across Network, Security and IT services from detection, response, recover and communicate.
8. Use data to advance opportunities to improve the experience of the services that our partners consume (e.g., fault detection or security compromise).
What will make you successful in your role?
1. Previous experience in a Technical Operations Leadership role across Networks, IT or Security.
2. Experience of leading 24x7 Operational teams.
3. Strong supplier management and leadership skills, challenging supplier delivery to deliver operational efficiencies.
4. Passion for transformational leadership in a fast-paced operational environment.
5. Influencing cross-organisational teams to collaborate and drive continual improvement across the operation.
6. Strong people leadership skills, with a proven ability to lead and drive high performing teams measured through KPI’s.
7. High attention to detail and ability to deliver against an operational set of KPI’s.
8. Strong stakeholder management across various layers of seniority both internally and with partners.
How we look after our employees
1. True flexible working and hybrid working options available for staff.
2. Fantastic, accessible and collaborative office spaces for those days in the office.
3. 25 days holiday plus your birthday off (you also get the option to buy up to 10 extra days holiday per year your holiday allowance goes up with tenure).
4. Free private healthcare for all employees, competitive pension scheme and the opportunity to earn bonus.
5. Free broadband for all employees plus gifts for major life events such as marriages and birth.
6. Flexible salary sacrifice scheme including dental, gym, electric car scheme and much more, plus a huge range of shopping and leisure discounts so you can save even more cash.
7. A range of inclusive employee networks to help integrate employees into life at PXC.
At PXC, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.
We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.
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