Senior Manager, Gsoc Operations

Job Description
About the Role
Sibylline is looking for an experienced Senior Manager, Global Security Operations Center (GSOC) Operations, to be embedded full time as the senior Sibylline representative within our clients’ GSOC located in Seattle, WA. The ideal candidate mustexcel in people management, program oversight, and project delivery in a dynamic, high-intensity environment. Successful candidates will have a proven track-record establishing and supporting resilient, data-driven, and customer-obsessed GSOCs capable of delivering results across a spectrum of needs in challenging operating conditions.
The Senior Manager will report directly to the client and work closely with partner teams to implement a shared strategy and vision. They will be accountable for managing &
reporting on team Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and delivery of exceptional service to the client. They will be responsible for day-to-day personnel management and serve as a conduit to the client for significant operational and customer-related escalations and concerns within a 24/7 environment.
In this role, you will be responsible for operational oversight, contributing to a strategic vision through continuous improvement, and personnel development. The Senior Manager is expected to provide support for operational escalations, or any escalations related to breaking events or the team’s implementation of approved policies and procedures.
The primary schedule is Monday-Friday with a minimum of three days a week in office. This role must also beavailable to support as needed after hours, weekends, and holidays for urgent escalations.
Duties and Responsibilities
Essential Functions
Monitor and track staffing and operational metrics as well as key performance indicators and service level agreements for weekly and monthly reviews as required by the client contract.
Ensure appropriate staffing coverage and responsibilities across shifts if we are at a critical staffing level, which would require picking up additional tasks as needed. Escalate to client and Sibylline Sr. Leadershipif staffing levels reach a critical threshold and implement contingency efforts to prevent gaps in service deliverables and operational standards.
Responsible for day-to-day management of personnel, which includes all of the trackers of overtime, call offs, tardy attendance and any write ups/ performance support documentation.
Manage and report on continuous improvement efforts and actions related to the team’s performance, this is aligned against the client’s expectation for our Key Performance Indicators (KPIs).
Manage personnel concerns and issues as required within Sibylline structure and in accordance with company policies.
Use professional judgement, which includes referencing to the Standard Operating Procedures (SOPs) to determine which escalations require client awareness and/or engagement.
Oversee staff contributions to the development and/or maintenance of policies and procedures impacting GSOC efficacy.
Ensure operational implementation of technology and process changes in accordance with approved change management plans.
Support the Sibylline Human Resourcesand Talent Acquisition teams in ensuring that onboarding, training and continuous learning, and performance support-related programs, projects, and tasks, are appropriately carried out.
Work with human resources to report attrition in support of weekly, monthly, and quarterly business reviews.
Attend regularly scheduled client meetings to report on contractual and operational KPIs and SLAs involving the team’s performance and service delivery on Incident and Crisismanagement.
Serve as line manager to Operations Managers and skip-level to Supervisors, Lead Operators, and Operators.