Cyber Operational Excellence, Senior Manager

Work you'll do

• Lead operational excellence initiatives that enhance process efficiency, service consistency, and measurable outcomes across assigned cyber services.
• Assess operational performance using data, KPIs, and stakeholder feedback to identify trends, gaps, and opportunities for improvement.
• Drive adoption of standardized processes, templates, and service delivery practices across global teams and member firms.
• Partner with service teams to embed continuous improvement principles and ensure services evolve in alignment with global strategy.
• Build trusted relationships with member firm CISOs and cyber teams through structured feedback loops, workshops, and regular touchpoints.
• Facilitate cross-functional discussions to ensure evolving member firm needs are understood and translated into actionable service improvements.
• Lead the design and delivery of customer-centric engagement programs, including workshops, readiness sessions, and communications.
• Enhance and maintain certain reporting capabilities that demonstrate service performance, consumption, value, and ROI to member firms.
• Partner with service teams to refine and elevate individual cyber service reports, ensuring insights are consistent, actionable, and aligned to business outcomes.
• Contribute to ongoing modernization of reporting (e.g., dashboards, automation opportunities, consistency across services).
• Work closely with PMO and enterprise planning groups to ensure Cyber initiatives are represented in broader roadmaps and that member firms receive timely communication about upcoming changes.
• Lead service readiness and rollout activities—including communications, awareness materials, and learning programs—to ensure smooth adoption.
• Serve as a readiness partner for global cyber initiatives, helping member firms prepare for transitions and new capabilities.
• Represent the Operational Excellence & Reporting team in cross-functional meetings, providing updates, recommendations, and thought leadership.
• Mentor peers and support teammates across geographies to build operational excellence capability across the organization.
• Deliver high-quality project artifacts aligned to global templates, standards, and best practices.

Qualifications

• Education: Bachelor’s Degree required (technical or business discipline).
• Experience: 10+ years of relevant experience in cybersecurity, technology operations, service delivery, consulting, or process improvement roles.
• Desired Skills: Required high proficiency with Microsoft 365 tools, strong executive presence, proven relationship-building and stakeholder-management skills, ability to influence without direct authority, strong analytical mindset, excellent written and verbal communication skills, active listening, ownership mindset, familiarity with cybersecurity services, enterprise technology, and global service delivery models, experience applying operational excellence frameworks (Lean, Six Sigma, ITIL), ability to navigate ambiguity, structure complex problems, and manage multiple priorities concurrently, experience working across regions or in global/cross-functional teams.