Security Service Manager

Are you looking to develop your talent and a place where your effort is recognized? We offer you a dynamic, close-knit environment with a future. Here, every day is a new opportunity to learn, grow, and shine. Imagine being part of a diverse team, where evolution and customer service are our priority. At El Corte Inglés, our work is a shared passion.

The project waiting for you.

We are looking to bring in a Security Service Manager. You will be responsible for the quality, efficiency, and maturity of Protection services, ensuring that services are provided in a stable, measurable, and sustainable manner and that the processes supporting them evolve continuously.

You will work transversally with technical teams and providers, identifying opportunities for improvement and converting them into concrete initiatives that allow for increased efficiency, reduced operational risks, and improved quality and maturity of services.

You will also be responsible for ensuring that new technologies and capabilities are correctly incorporated into the operating model and become sustainable services prepared for BAU.

Main duties and requirements.

Transition to BAU and evolution

• Ensure that all new capability incorporates its operating model from the start: processes, procedures, support, monitoring, KPIs, roles, and documentation.

Service management and quality

• Ensure the correct end-to-end provision of services.
• Oversee compliance with SLAs and service quality: supervise contractual SLAs with providers, and define and supervise OLAs, KPIs, and internal quality levels.
• Coordinate the management of incidents, problems, changes, and demand from a service perspective.
• Identify deviations and recurring problems, and manage periodic service reviews with providers.
• Detect differences between what is contracted and what the service needs, and prepare adjustment proposals for renewals or contractual modifications.
• Ensure that the provider's service deliverables are completed and sent in a timely and proper manner.
• Ensure, together with the technical leads, that best practices are applied to the company's managed platforms.
• Provide support to the operations group in any administrative or functional activity they may require.
• Manage the onboarding and offboarding of users in the company's systems, both for the dedicated team and for any pool teams that may exist in provider contracts.

Processes and maturity

• Be the owner of the process management discipline: ensuring each process has an owner, is documented, is measured, and has an improvement plan.
• Be the interlocutor for maturity assessments: receive their results, prioritize gaps, define the remediation plan, and measure evolution.
• Measure and evidence maturity through process KPIs.
• Ensure that all provider services reach a high degree of maturity.

Procedures and documentation

• Set the template and minimum standard for technical procedures; verify that they are complete and up to date.
• Validate published content directed at the company (guides, specific procedures, security frameworks, and manuals).
• Measure the coverage and validity of documentation with process KPIs.