Director - Network Security - Dell - Chicago

Position Summary

The Director of Security Operations is a newly created position due to growth and will report directly to the Director of Operations, Dedicated Teams. This position is responsible for providing leadership, direction and oversight of the 24x7x365 security operations response functions supporting Dell SecureWorks’ largest global customer. Team members reporting into this position are located in Providence, RI, Atlanta, GA, Chicago, IL, Plano, TX with a small number of work-from-home employees.
This person will be a key member of the Dedicated Teams’ operational leadership team, responsible for managing and working with multiple global operations’ staff, delivering on-time and within budget results for complex cross-functional projects and customer support needs, developing standards and influencing senior management as well as peers on strategy, and establishment of performance metrics and tools to measure effectiveness and optimize service delivery. The person in this leadership position will work collaboratively with key internal groups including engineering/development, product management, security professionals, and enterprise customer(s) to ensure that we produce high quality services and products that continue to exceed customer expectations thereby driving a world-class Net Promoter Score. This is a high profile, challenging, and very rewarding position where our ability to support this customer from a security perspective are prepared for and responded quickly to, in order to maintain our market leading position.


Essential Duties & Responsibilities

Lead, mentor and manage the activities of subordinate managers and individual contributors for a large (~60 staff), global security services 24x7x365 Security Operations Center team
Establishes and assures adherence to schedules, work plans and performance requirements
Responsible for employee performance management, as well as establishing and executing against actionable and measurable team goals
Collaborate with and influence peer teams to deliver enterprise quality solutions as well as drive best practices and standards. Creates and maintains best practices, standards and procedures to meet operational objectives
Overall responsibility for Security Operations Center activities driving a high quality customer experience which translates to world class Net Promoter Scores (NPS)
Provide input to and own oversight of departmental expenditures within established budgets
Interface with key stakeholders in Engineering, Product Management, and Operations to ensure completion of necessary or customer required support projects on-time
Ability to work with senior management to influence the operations and business direction of the customer support organization. Responsible for solving highly technical and complex problems for several customer-oriented projects
Ensures services provided to customer(s) for network security implement protection, goals and initiatives to meet and align with legal and regulatory requirements
Work on projects where analysis of situations or data requires an in-depth knowledge of organizational objectives, operational excellence, as well as an understanding of how the company operates
Leads special projects as required, often involving coordination of a cross-functional team
Assesses existing operational capabilities, identifies process/program improvement opportunities, designs and recommends improvements for approval to implement
Participates as required during oversight activities by outside regulators, auditors, and others as appropriate

Education And Experience Requirements

Bachelor’s degree in Computer Science, or related discipline, or equivalent work experience
A minimum of 15+ years operations’ experience with 8+ of managerial/leadership experience managing complex IT organizations including global and remote employees
Experience working with geographically distributed customer support centers. Experience launching customer support centers is a plus
Excellent time management, communication, decision-making, presentation, negotiating and organizational skills
Proven track record of providing outstanding customer service
Strong program management and team building skills
Proven business case development (ROI) skills
Ability to manage multiple responsibilities, work independently and as part of a team following established guidelines
Excellent communication and interpersonal skills along with the ability to work effectively with peers, management and staff, and internal/external business partners/customers

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