We are part of International Airlines Group (IAG), one of the world’s leading airline groups and the parent company of British Airways, Iberia, Vueling, Aer Lingus, and LEVEL.
IAG’s unique business model features a light central structure with agile, empowered airline operating companies and a central platform that offers a competitive advantage through scale and expertise.
Our role is to drive innovation and efficiency in finance, procurement, technology, airline services, and group systems. We enable IAG to lead in innovation and sustainability in aviation.
We support IAG's goal to achieve net zero CO2 emissions by 2050. Our Supply Chain Sustainability Programme aims to reduce supplier carbon emissions by 20% by 2030 and reach carbon net zero by 2050.
Job Description
Trusted business partnering across the business and Group IT, drawing on a broad knowledge of the relevant SOC related technologies, processes and business areas within Cyber Security.
Maintaining a holistic view of usage for the major technologies within area of responsibility, providing consultancy on service solutions.
Accountable for management of delivery of SOC services
Involved in high severity incident resolution of SOC related service issues, minimising their chance of reoccurrence to deliver services that meet time, cost and quality standards.
Management of supplier relationships, ensuring any third-party deliverables meet strategic, technical, cost and cyber security industry standards (where applicable) level.
Leads the identification and execution of continual improvement opportunities, using thorough understanding of the relevant business area, to ensure the provision of a robust SOC services to the business, improvement of service levels and operational integrity.
Accountabilities:
Working in partnership with Group IT and the business:
* Manages SOC service delivery across the whole portfolio line of business services for the SOC, ensuring the availability and performance of systems.
* Investigates all instances of SOC services non-availability and instigates necessary remedial action to ensure SOC system availability.
* Monitors levels of service performance, via detailed metrics, ensuring SOC service incidents/problems are managed through to resolution integrity. Proposes service improvements based on analysis of metrics and satisfaction surveys.
* Key conduit between SOC and the operating companies - specifically for client relationship management, including monthly service reviews to cover quality, cost and service delivery.
* Maintains an ongoing relationship with stakeholders and end-user departments, managing expectations to define service level agreements. Acts as the single point of contact back to the operating companies.
* Drives continual improvement in terms of ‘cost reduction of services’ with key IT business partners.
* Involved in strategic relationships with suppliers, negotiating contracts to meet technical, service and cost requirements. Definition of service levels and problem resolution procedures, along with the process for non-compliance.
* Influences the design and development of new and changed systems and services to optimise operational efficiency. Has accountability for sign-off of go-live services, providing robust challenge during service introduction.
* Ensures the risk position of the operating companies’ cyber security is fully understood by the operating companies and works with the operating companies to agree and action relevant mitigations.
* Drives continuous SOC service improvement to deliver overall benefits.
This role requires travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities.
Qualifications
Skills:
* Leadership, at a senior level, with a proven ability to influence and persuade across a complex organisation
* Senior stakeholder management, with a proven ability to influence and persuade internally and externally
* Ability to recognise priorities and guide others towards the accomplishment of strategic business goals and objectives
* Innovation - transforming industry trends into practical, cost-effective solutions
* Fluent English
Experience:
* ITIL Foundation or ITIL PractitionerProven track record of successfully managing complex services or business functions
* Proven expertise of managing, developing and improving complex services
* Proven track record of business partnering, working as a valued partner with senior stakeholders across a diverse operation
* Deep understanding of the service delivery environment, with proven ability to develop and improve SOC services
* Proven expertise of leading the resolution of SOC related service management incidents, with experience of managing, developing and improving complex services
* Significant experience of supplier management and of building effective relationships, through a business partnering approach, while ensuring service levels are maintained
* Strong commercial acumen to evaluate suppliers, managing the full tender and service provision process
* Experience of operating across multiple countries and cultures is desirable, but not essential
Additional Information
* The chance to enjoy a challenging career in an exciting, fast-moving environment in a dynamic industry.
* The opportunity to work in a multi-cultural environment with great offices in many locations. We aim to provide all our people with a work/life balance, as well as the many benefits offered by a global organisation, including health insurance, pension and performance bonuses.
We are an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.