Manager, Managed Security Services - Incident

Forsythe Technology is a CDW company. We share common values as a performance-driven, customer-focused culture. CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers across the globe.
**_ This role will support our Mississauga, Ontario area Security Operations Centre, and can be based from the Toronto area, or remotely from elsewhere in Canada._**
The Manager - Managed Security Services is accountable for ensuring the successful delivery of high-quality services per the Statements of Work (SOW). The Manager is focused on enabling their team through strong leadership and active coaching to develop skills. The role will be measured on customer satisfaction, customer loyalty, reference-ability, employee engagement, and efficiency gains. The Manager - Managed Security Services will have a solid foundation in managed services, Cybersecurity domains and market-leading security technologies so as to be effective in the role.
This position develops operational plans to execute previously developed strategies for a sub-function or business segment. The Manager has specific influence and control over discretionary spending in an area of responsibility, but has no direct budgetary responsibility.
**What You'll Do**:
**Leadership (50%)**
- Coaches the team on established Trusted Advisor techniques and criteria based upon Great Tickets and Great Meetings
- Directs team in operational activities to ensure compliance with departmental goals and objectives
- Defines the team annual goals and objective in alignment with the overall business objectives
- Leads or participates in product development, product refresh, projects and initiatives
- Scales the business to support long term growth
- Provides leadership, coaching, and mentoring of staff responsible for the delivery of Managed Security Services. Leads employee performance to standards of excellence
- Manages performance, rewards and recognition
- Identifies and proactively retains critical talent through integrations and transitions;
manages low performers
- Establishes succession plan for key positions
- Selects and builds a high performing, diverse team that leverages individual capabilities &
strengths
- Fostersa high achievement environment where diversity is valued, and people are treated with respect and dignity
- Ensures that employees understand the Sirius vision, as well as supports and reinforces targeted behaviors that contribute to Managed Security Services goals
- Provides focus and clarity in establishing individual goals, driving performance management, supporting career development and rewarding strong
- Communicates in clear, concise and crisp messages to a variety of audiences that instigate appropriate actions
- Effectively presents in a variety of formal and informal settings:
one-on-one, small and large groups, using a variety of presentation methods to sustain the audiences' engagement
- Manages time to focus on priorities
**Client Engagement (20%)**
- Sets strategic direction to establish long term goals for area of responsibility
- Educates their team on client needs and aligns business objectives with coordinated service deliveries
- When appropriate builds client relationships, promoting a trusted advisor status
- Creates and monitors key risk indicators, and implements corrective action plans to mitigate risks
- As appropriate, reviews and approves client reports and presentations, and manages the quality of technical knowledge transfer and analysis to clients on performance status, trends, and metrics
- Builds long-term, superior client relationships and proactively manages client expectations
- Effectively manages client escalations, working collaboratively with leadership and Sales to maintain strong communications
**Service Improvement (20%)**
- Evolves the Service Delivery model, gaining more efficiency while adding additional value
- Maintains knowledge of products and coaches/mentors employees on how to service strategic clients
- Oversees maintenance of the knowledge base and trains the team to update it and develop intellectual property
- Establishes procedures and recommends changes to policies to MSS Leadership that have a positive impact on the organization(s) and/or services delivery team
- Establishes a collaborative approach to problem solving, ensuring that solutions generated by the team are tested and proven
**Professional Development (10%)**
- Maintains a strong network and promotes the organization at various meetings, forums, panels, publications, and conferences
- Begins to establish thought leadership in the industry
- Maintains technical certifications and attends training sessions to refine technical skills
**What You Need to Succeed**:
**Must-Have**:
- Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field
- At least five (5) years IT service delivery experience, to inclu