Overview

The System Manager role ensures unified oversight, accountability, and seamless coordination across security domains, driving operational excellence and aligning cybersecurity operations with organizational strategy. The System Manager will also serve as the point of contact with access to Ensign's expert bench, orchestrating escalations, system improvements, and customer success outcomes.

This position requires a dynamic leader with a proven track record in IT service delivery, customer relationship management, and operational governance - someone who can unify people, processes, and technology to build a resilient and scalable security ecosystem.

Key Responsibilities

Cybersecurity Operations Command:

• Serve as the central engine for Day 2+ operations, orchestrating activities across all cybersecurity domains.
• Provide unified oversight, execution, and accountability for post-deployment operations.
• Ensure operations are not only maintained but continually improved and strategically aligned with business and IT objectives.

Incident & Escalation Management:

• Manage escalations and outages, ensuring seamless coordination with support teams for timely resolution.
• Act as the single point of contact with reach-back access to Ensign's subject matter experts and broader cybersecurity bench.
• Govern SLA adherence and ensure service performance meets contractual and organizational standards.

Customer & Stakeholder Engagement:

• Act as a trusted partner for business stakeholders, ensuring transparency and proactive communication.
• Collaborate across teams to align cybersecurity operations with customer and business outcomes.
• Drive continuous service improvement, customer retention, and relationship growth through operational excellence.

Governance & Continuous Improvement:

• Oversee request fulfillment and issue resolution to provide an integrated, end-to-end view of operations.
• Support automation efforts, cost optimisation and service compliance while maximizing system availability and resilience.
• Lead initiatives to refine operational processes, frameworks, and documentation to meet compliance and audit requirements.

Leadership & People Development:

• Provide mentoring and direction to technical and functional teams, ensuring collaborative success.
• Drive accountability across onshore/offshore delivery teams, enabling continuous growth and performance improvement.
• Build strong relationships internally and externally to support long-term partnership and innovation.

Qualifications

• Experience: 10+ years in IT/cybersecurity operations, managed services, or system management, with significant exposure to global and enterprise-scale customers.
• Leadership Skills: Proven ability to lead cross-functional teams, manage customer success outcomes, and act as the command hub for escalations and operations.
• Operational Expertise: Strong background in service management (ITIL frameworks), SLA governance, escalation handling, and contract lifecycle management.
• Technical Knowledge: Familiarity with enterprise cybersecurity operations, cloud ecosystems (AWS/Azure), and hybrid infrastructure environments.
• Business Acumen: Skilled in account growth, customer retention, and aligning operations with P&L objectives.
• Certifications: ITIL (Foundation/Intermediate/Practitioner), PMP/PMT, and cloud certifications (AWS, Azure) preferred.