Director Of Operations (mel, Syd)

Tesserent is a full-service cybersecurity solutions provider. We partner with clients across Australia and New Zealand in the protection of their digital assets. With offices across Australia and New Zealand, we partner with clients to provide a full suite of cybersecurity services. Our mission is to be the sovereign cybersecurity provider of choice for the protection of Australia and New Zealand’s digital assets.

As a senior member of the team, you are a natural leader with the ability to take minimal direction and make strategic decisions. You are approachable and excel at fostering a positive team environment, where collaboration and teamwork are highly valued. You possess strong analytical problem-solving skills and are perceptive, and able to identify opportunities for improvement and growth. You are driven by a desire to achieve excellence in all aspects of your role, and are committed to ensuring the smooth and efficient operations of the Managed & Professional Services business.

This role can be based out of either Sydney or Melbourne with the role expecting to start October 2024.

ROLE RESPONSIBILITIES:

• Demonstrate sound understanding of the Tesserent Cyber 360 strategy and its alignment to client needs to drive opportunities and deliver efficient operations

• Ensure performance objectives are defined for each member within the team, including establishing KPIs, personal development plans and training needs

• Oversee and guide ITIL framework within Service Management tooling (ServiceNow) to facilitate a high functioning Service Desk and ensure ServiceNow is utilised to full capacity to allow for growth and efficiency

• Guide and develop the Service Desk to refine procedures and ensure delivery is within Service Level Agreements, of highest quality and continually improving

• Oversee the IT Security Advisor function to identify and implement security controls across the Managed and Professional Services business. Ensure technology in use supports the strategy and oversee projects to support

• Guide and participate in change management and the Change Advisory Board (CAB) to identify areas where a change represents a risk or impact to our contracted obligations or procedures for effective service delivery

• Ensure consistency and efficiency of process across the division, guiding the operations team to maintain, and enforce standards and procedures, with particular focus on leveraging service management platforms

ROLE REQUIREMENTS:

• Ability to understand and articulate technical information around security practices, standards and cybersecurity, identifying risks and suggested improvements to support business operations

• Strong knowledge and experience with ITSM tooling and processes (specifically ServiceNow), able to translate business processes and best practices into ServiceNow frameworks for implementation by developers,

• Understands operational best practices, able to guide and develop a Service Desk to enhance customer experience and create efficiencies

• Ability to direct and guide team members and customers during crisis management and incident response

• Ability to articulate desired state outcomes for processes and procedures in line with best practice and drive teams to successful implementation

KNOWLEDGE, SKILLS & EXPERIENCE:

• 5+ year’s experience within IT, Operations, Project Management or Service Delivery roles,

• ITIL 4 Certified (Foundation or higher)

• Strong knowledge and experience with ITSM tooling and processes (specifically ServiceNow)

• Knowledge and experience with information security standards

• Minimum 3 years of effective management experience

• Business, IT or Cybersecurity degree or relevant certification beneficial

• Experience working within a SOC or Managed Services environment beneficial

• Experience effectively managing financial and operational targets

• Experience effectively developing & mentoring personnel

• Strong experience in building, facilitating and documenting operational procedures

BENEFITS:

• Opportunities to undertake technical training and secure industry recognised certifications

• Flexible working arrangement with a healthy mix of remote and in-person work

• Opportunities to work with some of the best cybersecurity professionals in the region, and to grow and develop your career

• Extra leave day per year for your birthday

Please note Australian Citizenship is mandatory for this role with the ability to obtain an AGSVA clearance.