Senior Operations Manager

**Votre rôle**:
Leading Legrand Dedicated Center

**Roles and Responsibilities**:
**Strategic Leadership & Customer Alignment**:

- Provide overall leadership and strategic direction for the dedicated **Network Security Center**, ensuring alignment with the **customer’s objectives** and service expectations.
- Act as the **primary interface for senior customer stakeholders**, building strong relationships and driving continuous service improvement.
- Develop and implement a long-term vision for the center, ensuring operational excellence, innovation, and adherence to industry best practices.
- Drive alignment between **security operations, network management, and customer-specific requirements** to ensure seamless service delivery.
- ** Collaborate closely with the Account Team in France**, including the **Business Delivery Director, Delivery Team, and TAMs**, ensuring full alignment between operational activities and customer business priorities.

**Team & People Management**:

- Lead and manage the managers responsible for **L1, L2, L3, and Patch Management teams**, ensuring effective collaboration and seamless service execution.
- Directly oversee **Incident/Crisis Managers and Change/Release Managers**, ensuring effective incident response, change execution, and governance in line with customer policies.
- Establish a **high-performance culture** by mentoring, coaching, and developing managers and senior technical leaders.
- Ensure effective **hiring, onboarding, training, and career development** programs to build a skilled and motivated workforce.
- Promote a **culture of accountability, knowledge-sharing, and continuous improvement** across all teams.
- ** Recognize and reward** outstanding contributions while addressing performance gaps to maintain a high-functioning team.

**Operational Excellence & Service Delivery**:

- Oversee day-to-day operations, ensuring efficient management of **security incidents, change qualifications, network monitoring, and patch deployments**.
- Define, monitor, and commit to **service level agreements (SLAs) and operational level agreements (OLAs)** with the customer, ensuring consistent and high-quality service delivery.
- Ensure proper **incident response, escalation, and resolution strategies**, minimizing downtime and mitigating risks.
- Drive **automation, AI-driven analytics, and process optimization** to enhance operational efficiency and service quality.
- Ensure effective **collaboration between L1, L2, L3, and Patch Management teams** for seamless issue resolution.
- Work closely with the **France-based Account Team** to **align operations with business goals** and ensure high customer satisfaction.

**Governance, Compliance & Risk Management**:

- Oversee **overall governance** of the center, ensuring alignment with customer expectations, policies, and contractual obligations.
- Enforce compliance with **industry standards, regulatory requirements, and customer security policies**.
- Oversee **governance processes, reporting structures, and continuous audits**, ensuring service integrity and transparency.
- Drive **security risk assessments** and proactively mitigate potential vulnerabilities in collaboration with the customer.
- Enforce adherence to **ITIL best practices**, optimizing **incident, problem, and change management** processes.

**Continuous Improvement & Innovation**:

- Identify opportunities for **process automation, AI integration, and workflow optimization** to enhance efficiency and reduce manual efforts.
- Drive **innovation initiatives** in **security monitoring, network resilience, and proactive risk mitigation**.
- Encourage the adoption of **new technologies, tools, and best practices** to future-proof the center’s operations.
- Foster a **culture of continuous learning** through certifications, cross-training, and industry workshops.

**Stakeholder & Customer Communication**:

- Act as the **escalation point for critical issues and high-severity incidents**, ensuring prompt resolution and customer confidence.
- Prepare and deliver **regular reports** to senior leadership, customer stakeholders, and the **Account Team in France**, covering key metrics, incidents, and service improvements.
- Maintain strong **collaboration with the customer’s internal teams**, ensuring smooth coordination and a unified approach to security and network management.
- ** Represent the center in governance meetings, audits, and strategic discussions** with both the customer and the **France-based Account Team**.

**Votre profil**:
**Skill Profile - Head of Dedicated Network Security Center**:
**Education & Experience**:

- ** Bachelor’s or Master’s degree** in Computer Science, Information Security, Networking, or a related field (or equivalent experience).
- ** 10+ years of experience** in network security, IT operations, or cybersecurity, with at least **5 years in a leadership role** managing large-scale teams and service delivery.
- Proven experience