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Cybersecurity Managed Services – ASEAN Service Delivery Excellence Lead

Role Summary
The APAC Service Delivery Excellence Lead is responsible for overseeing and enhancing the service delivery processes across the Asia-Pacific region. This role involves ensuring that services are delivered efficiently, meeting the highest standards of quality, and continuously improving service delivery methodologies. The ideal candidate will have a strong background in service delivery management, process improvement, and a deep understanding of the APAC managed services market.

Your key responsibilities
1. Service Delivery Review:
• Perform periodic service delivery review across the APAC region, ensuring adherence to service level agreements (SLAs) and quality standards.
• Monitor and report on service delivery performance, identifying areas for improvement.
2. Process Improvement and Standardisation:
• Lead initiatives to streamline and enhance service delivery processes.
• Implement best practices and continuous improvement methodologies to optimize efficiency and effectiveness.
3. Stakeholder Management:
• Build and maintain strong relationships with key stakeholders, including clients, internal teams, and external partners.
• Act as the primary point of contact for service delivery issues and escalations.
4. Team Leadership:
• Manage and mentor a team of service delivery professionals, fostering a culture of excellence and continuous improvement.
• Provide training and development opportunities to enhance team capabilities.
5. Performance Management:
• Develop and implement performance metrics to measure and improve service delivery.
• Conduct regular performance reviews and provide feedback to team members.
6. Strategic Planning:
• Contribute to the development of the service delivery strategy for the APAC region.
• Align service delivery objectives with overall business goals and objectives.

Role Qualifications:
1. Bachelor's degree in Computer Science, Information Security, or a related field.
2. Minimum of 8 years of experience in the field of cybersecurity, including experience in service delivery, delivery reviews or project management.
3. Strong technical knowledge and expertise in cybersecurity practices, technologies, and frameworks.
4. Proven experience in managing the delivery of cybersecurity services to clients, preferably in a managed services or consulting environment.
5. Excellent project management skills, with the ability to effectively manage multiple projects simultaneously, prioritize tasks, and meet deadlines.
6. Strong leadership and team management abilities, with the capability to motivate and inspire a team of cybersecurity professionals.
7. Exceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
8. Experience in working directly with clients, managing client expectations, and building strong stakeholder relationships.
9. Proficiency in performing service delivery reviews, analyzing service delivery metrics, preparing reports, and presenting findings to both technical and non-technical audiences.
10. Professional certifications such as CISSP, CISM, or PMP are highly desirable.
11. Strong problem-solving and decision-making skills, with attention to detail.
12. Knowledge of industry standards and frameworks such as ISO 27001, NIST, or SOC 2. 13. Familiarity with IT service management (ITSM) practices and frameworks, such as ITIL.
13. Ability to adapt to a fast-paced and dynamic environment, working collaboratively with cross-functional teams
14. Experience in scoping, effort estimation and deal sizing along with service risk management
15. Working experience on automation, improving operation efficiency, and service level managements for clients
16. Experience in managing and working with a cross functional team (onshore and/or offshore)

What we look for
We are interested in flexible, motivated professionals with a natural ability to lead, solve complex problems, work as part of a team, and prioritise shifting workloads. If you enjoy facing new challenges, challenging the status quo, and being part of a ‘start up’ culture that encourages teaming and creative problem solving, this role is for you.

What working at EY offers
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes a range of programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:
• Support and coaching and feedback from some of the most engaging colleagues in the industry
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you

About EY
As a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. So that whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

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