The eir evo Security Team is responsible for protecting and monitoring our clients’ organisations. We provide 24x7x365 capabilities to protect, detect, analyse, and respond to cybersecurity incidents using a combination of technology solutions and a strong set of processes. This is a significant, established team supporting a range of enterprise client organisations.
The Security Operations Team works closely with our clients and our Network Operation Team to ensure security issues are addressed quickly and effectively upon discovery.
We are excited to be recruiting a Customer Liaison Manager to join the team. The role is a senior position within the Security Operations Centre and reports directly to the Head of Security Operations.
This role is a contract-based position. Duration is between 6 – 12 months.
Responsibilities will include:
* Responsible for the successful onboarding of SOC Customers post Project Implementation.
* Build and maintain strong relationships with key client stakeholders to ensure a seamless transition.
* Address client concerns and queries proactively, ensuring timely resolutions.
* Improve and execute a structured onboarding process to integrate clients with SOC services efficiently.
* Identify and mitigate risks or roadblocks that could impact SOC onboarding.
* Collaborate with internal teams (SOC Analysts, Engineers, and security consultants) to align onboarding processes with security best practices.
* Work closely with the eir evo Project Management Team to ensure Customer Projects are delivered right first time and within timelines.
* Responsible for ensuring the Key SOC engagements take place before customer “go live” dates are agreed.
* Define, document, and transition to Operations on customer-specific SOC requirements, including log sources, security use cases, and escalation procedures.
* Maintain a detailed Onboarding plan for all new SOC Projects and chair weekly meetings with the team to ensure new Services are progressing.
* Ensure a thorough handover to the SOC Operations team, ensuring all requirements, documentation, and processes are in place with no challenges.
* Become a Single Point of Contact for Customers to ensure the best possible onboarding experience.
* Ensure all agreements are confirmed and understood within the Client SLAs and manage service delivery in line with these deliverables and the associated key performance indicators (KPIs) and key Risk indicators (KRIs).
* Ensure that proactive measures are in place to improve the quality of service that is being delivered.
* Attend Quarterly Review meetings with assigned clients, providing report dashboards as input to Service Level Reviews.
* Work closely with all partner vendors to ensure compliance and regulatory requirements around training and service delivery are met.
Experience:
* 5 years’ experience working in a large IT Organisation.
* Strong technical background mandatory.
* Proven commercial experience and awareness.
* Project Management capabilities with ability to plan, initiate, monitor and implement projects within a team.
* Service Delivery Management capabilities in particular service level management, incident management, change management and performance management.
* Proven experience in a client-facing position.
* Minimum 5 years’ experience managing a technical team.
* ITIL qualification required.
* Third level IT / Management qualification would be an advantage.
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Candidates must be eligible to work full time and long term in the location specified or currently hold a valid appropriate long term work Visa to apply.
eir evo talent, eir evo and our clients are equal opportunity employers who seek to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. eir evo talent, eir evo and our clients apply all relevant Data Protection laws when processing your Personal Data.
If you choose to apply to this opportunity and share your CV or other personal information with eir evo talent, eir evo and our clients, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at eir evo talent and eir evo.
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