Endpoint Protection Service Manager, Deloitte Global, London or Milton Keynes

The Laptop Endpoint Protection (LEP) initiative is a core part of the Global Security Strategy to better protect Deloitte endpoints, prevent the loss of data through the use of un-encrypted USB devices and control access to malicious and inappropriate websites. The LEP Service Manager will assume responsibility for the day-to-day operations of the endpoint protection service, including operations/support leadership, first point of escalation for any and all service issues, as well as providing input and oversight to end-to-end operations and management of the service.

Primary responsibilities will be focussed on operational management and oversight, including ownership of the operations model, continual service improvements, operational handoffs between the LEP team and Member Firms, Global Network Operations, Global Security Operations, and Global Incident Response teams. The service manager will be accountable for SLA and queue management, shift management, ticket handling and daily maintenance. The role also includes responsibilities for support processes and environment maintenance in a large global enterprise.

Additional responsibilities include people management such as hiring, contractor renewal, rewards and recognition, talent management via the Deloitte iRPM system, team meetings, travel and training. Daily activities include working closely with different technology groups in DTTL, establishing and maintaining operational playbooks, service request management, managing & resolving member firm or support escalations, recommending service improvements (technology, processes and governance), establishing support channels during deployments to new member firms, vendor issue management, and general technical problem resolution.

Experience in large scale security programs including Identity & access management, data/information management, endpoint protection, encryption, network and mobile, as well as other data centre technologies is strongly advantageous. Ability to work with dispersed global teams, complex internal support organizations, external vendors, and third party product teams will contribute to overall success.

Illustrative Duties and Responsibilities

  • Assume responsibility and delivery of the LEP program Operations Model, ensuring it operates effectively, efficiently and reliably, enabling effective operational issue resolution and escalation.
  • Provide service management and operational leadership, with a focus on endpoint protection.
  • As it relates to Global LEP services, provide operational & incident status updates to leadership
  • Work closely with member firm & DTTL technology leaders to establish and refine operations and communications strategies and procedures.
  • Manage and oversee day to day activities of the extended LEP support team, focussing on quality assurance and continuous improvement.
  • Respond to, manage and lead resolution of technical issues and escalations outside of normal working hours
  • Manage any LEP team technical resources located in India or other regions
  • Ensure compliance and best practices of all ITSM processes that are leveraged by the LEP service
  • Publish metrics and reporting in support of continuous service improvement
  • Estimate resources (human and other) required to achieve service management goals and manage assigned resources.
  • Recommend changes in processes and/or policies that relate to end to end operations of the endpoint protection platform to optimise and improve the value of the LEP program.
  • Perform other job-related duties as assigned (e.g. root cause analysis, support and operations reporting, problem/resolution analysis, etc).


  • Required Technical Skills

    Service management experience in the context of programs and projects of different sizes. Demonstrated experience working with diverse client groups, preferably on a global basis, with ability to manage concurrent initiatives and use effective judgment in prioritization and time management. Proven ability to communicate with and present materials to senior audiences.

    Experience with endpoint protection products and technologies, including solution architecture, deployment and management in a large global enterprise. Experience with other security related technology, products, and initiatives would be beneficial.

    Service management experience overseeing a large, global, complex technology program. Proficiency and expertise across multiple technical areas and business segments including, but not limited to: endpoint security, data security, identity and access management, information management, network, enterprise applications and service desk all with a strong focus on information security.

    Excellent written and verbal communication skills. Ability to translate complex technical issues and challenges to leadership. Excellent analytical/problem solving ability, influence and negotiation skills, very strong written and verbal communication skills and excellent relationship management skills. Must be creative and independent thinker.

    Required Licenses, Certifications, and Other Requirements

    CISSP
    ITIL or equivalent
    CISM

    Education & Experience

    Bachelor's Degree; 10+ years of experience in technical leadership and/or technology consulting on large enterprise projects around security platforms and systems/network architecture.

    US-Based Positions Notice: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status, or any other legally protected basis, in accordance with applicable law.

    Disclaimer: Nothing in this job description/posting shall constitute an offer or promise of employment. If you are not reviewing this job posting on our Careers' site (jobs2.deloitte.com) or one of our approved job boards we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at jobs2.deloitte.com

    Requisition code: 142101


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