Group Operations Manager - Service Delivery Management

Job Summary

The Security Service Delivery Manager is responsible for end-to-end delivery of managed security and network security services for one or more enterprise customers. The role ensures service stability, SLA compliance, customer satisfaction, and continuous service improvement, while acting as the single point of accountability for security operations delivery.

A Group Operations Manager manages the operational activities across multiple departments or locations, ensuring efficiency, consistency, and alignment with strategic goals. The role involves effective team management, budgets, and resources, focusing on process improvement, performance enhancement, and adherence to quality standards and compliance requirements.

Key Responsibilities

Act as the primary interface between the customer and HCLTech for security service delivery\r\n Build and sustain strong customer relationships at operational and leadership levels\r\n Lead service reviews, governance calls, and executive reporting\r\n Manage customer expectations during BAU operations, major incidents, and projects Own delivery of in-scope Security Services, such as:\r\n\r\nSOC operations\r\n Network Security (LAN/WAN, Wireless, Firewalls, VPN, Load Balancers)\r\n Perimeter & Endpoint Security\r\nIDS/IPS, SIEM, Vulnerability Management\r\n\r\n\r\n Ensure adherence to SLAs, OLAs, KPIs, and contractual commitments\r\n Track and report service performance, availability, incident trends, and risks\r\n Coordinate across internal towers (SOC, Infra, Cloud, Workplace, Network) and third‑party vendors\r\n Act as escalation owner for security incidents and service disruptions\r\n Lead Major Incident Management including war rooms, customer communication, and executive updates\r\n Ensure timely Root Cause Analysis (RCA) and preventive actions\r\n Drive problem management and recurring incident reduction initiatives\r\n Provide direction and operational governance to security delivery teams\r\n Drive shift effectiveness, on-call readiness, and operational discipline\r\n Identify skill gaps, training needs, and succession planning\r\n Foster a culture of accountability, continuous improvement, and security-first mindset

1. Develops and implements operational strategies to achieve business objectives, ensuring alignment with the company's overall vision and goals.
2. Identifies and implements process improvements to enhance efficiency, reduce costs, and improve overall productivity.
3. Leads and mentors teams, providing coaching, training, and feedback to improve performance, and fosters a positive and collaborative work environment.
4. Manages budgets, resources, and procurement, ensuring efficient allocation and cost-effectiveness.
5. Tracks and analyzes key performance indicators (KPIs) to identify areas for improvement and optimize operations.
6. Ensures compliance with company policies, regulations, and industry standards, and maintains high quality standards.
7. Facilitates effective communication and collaboration with other departments, stakeholders, and vendors.
8. Identifies and manages potential risks, implementing mitigation strategies to minimize impact.

Skill Requirements

trong understanding of security operations and network security technologies, including:\r\n\r\nLAN/WAN, Wireless\r\n Firewalls, VPNs, Load Balancers\r\nIDS/IPS, SIEM\r\n Endpoint and perimeter security\r\n\r\n\r\n Hands-on experience managing enterprise security service delivery\r\n Proven experience in Major Incident Management\r\n Strong stakeholder communication and executive reporting skills\r\n Experience with SOC operations and managed security services\r\n Knowledge of ITIL / ITSM processes\r\n Exposure to cloud security (Azure/AWS) environments\r\n Familiarity with Service Now or equivalent ITSM tools

1. Group Operations Manager needs a combination of hard and soft skills to effectively lead and manage operational processes within an organization.
2. These skills include leadership, communication, problem-solving, analytical thinking, and project management, among others.
3. Additionally, strong financial and organizational skills are crucial for managing budgets and resources, and ensuring efficient workflows.

Other Requirements

Bachelor’s degree in Engineering / Computer Science / IT\r\nITIL Foundation or higher\r\n Security certifications such as CISSP, CISM, Security+ (good to have)\r\n Typically 10–15+ years of overall IT experience\r\n5+ years in security or infrastructure service delivery / operations leadership

This role is to Manage 50 resources in the security space and managing the customer expectations. Looking for a good Security Service deliver Manager.. Need a E4.2 but unfortunately cant select in the opsview portal. Please open only a E4.2 PRF.

1. ITIL 4 Foundation is a must and PMP/Prince2 or Six Sigma are optional