Senior Manager, Cybersecurity & Service Delivery
Position Summary
The Senior Manager, Cybersecurity and Service Delivery is a proactive, hands-on IT leader responsible for ensuring the secure, reliable, and effective delivery of IT services across Tecomet’s global enterprise. This role provides strategic and operational leadership across cybersecurity, IT service delivery, end-user support, and IT service management (ITSM).
The position ensures the confidentiality, integrity, and availability of Tecomet’s information systems while driving operational excellence in Tier 1 and Tier 2 end-user support, 24x7x365 monitoring, endpoint and mobile device management, disaster recovery, and service desk performance. By integrating cybersecurity best practices with service delivery strategies, this role plays a critical part in risk management, regulatory compliance, operational resilience, and user experience optimization, while aligning IT capabilities with business objectives and Tecomet’s principles of Safety, Quality, Customer Satisfaction, and Innovation
Principle Responsibilities
Lead and oversee enterprise cybersecurity strategy, ensuring protection against cyber threats and alignment with industry best practices and applicable NIST standards.
- Manage cybersecurity analyst(s) and oversee day-to-day operations of third-party cybersecurity SOC and MSP providers in adherence with Tecomet cybersecurity and data policies.
- Design and implement security policies and solutions to protect the confidentiality, integrity, and availability of sensitive information.
- Conduct vulnerability assessments, risk assessments, security testing, and audit log reviews to evaluate and continuously improve security posture.
- Evaluate and recommend security products, technologies, and upgrades to mitigate risk and address emerging threats.
- Participate in the design and execution of information system contingency and disaster recovery plans to minimize operational and customer impact.
- Provide cybersecurity training and awareness to internal stakeholders as needed and prepare cybersecurity-related communications, including presentations and written materials.
IT Service Delivery & Operations
- Manage, develop, and lead an IT support and operations organization of approximately 10–15 staff, including internal teams and outsourced MSP helpdesk resources.
- Own enterprise IT service delivery, including Tier 1 and Tier 2 end-user support, endpoint and hardware standards, refresh cycles, mobile device management, and workplace productivity technologies.
- Drive IT Service Management (ITSM) excellence by identifying and implementing process improvements across incident, problem, change, and service request management aligned with ITIL best practices.
- Lead strategies for 24x7x365 enterprise monitoring, operational runbooks, and service availability to ensure uptime, rapid issue resolution, and service continuity.
- Manage escalations and resolve high-impact service disruptions by identifying root causes, coordinating cross-functional teams, and implementing corrective and preventive actions.
- Partner closely with business stakeholders to balance service continuity, cybersecurity risk, compliance requirements, and business needs.
Governance, Financial & Continuous Improvement
- Develop and execute annual budgets, ensuring cost-effective, right-fit technology investments that advance organizational goals.
- Lead and support audits related to cybersecurity, software licensing, utilization, and regulatory controls.
- Maintain IT systems and security documentation in accordance with organizational standards.
- Apply Lean principles and continuous improvement methodologies to enhance IT processes, automation, and service quality.
- Collaborate closely with all Tecomet divisions to ensure alignment of IT services and cybersecurity initiatives across the enterprise.
- Perform additional duties and responsibilities as assigned by management.
Qualification Requirements
Experience/Educational/Training Preferred:
- Bachelor’s degree in information technology or business equivalent
- ITIL and or Cybersecurity Certifications (preferred)
- 10+ years of related experience in IT service delivery, IT operations, End-User services, Infrastructure, or IT service management in a global manufacturing business, with 3+ years of IT leadership experience
- Strong experience in managing Microsoft Windows Server, VMWare and Citrix environments, Active directory, domain, DNS, DHCP and FTP services.
- Deep understanding of server and desk top based technology, utilizing network systems related to enterprise view.
- Experience with cloud hosting, ideally Microsoft Azure (preferred).
Knowledge, Skills, and Abilities:
- Communication Skills- The ability to communicate verbally and in writing with all levels of employees and management, capable of successful formal and informal communication, speaks and writes clearly and understandably at the right level.
- Integrity and Trust - Involves being widely trusted, being seen as a direct, truthful individual, can present the unvarnished truth in an appropriate and effective manner, keeps confidences, admits mistakes, and doesn’t misrepresent him/herself for personal gain.
- Collaboration - Involves working well in a collaborative setting, supporting work team by volunteering for and completing assignments, acting as a positive team member by supplying to discussions, developing, and maintaining both formal and informal relationships enterprise-wide, defines success in terms of the entire team through mentoring and knowledge transfer.
- Technical Expertise - Involves demonstrating a commitment to increasing knowledge and skills in current technical/functional area, keeping up to date on technical developments, staying informed as to industry practices, knowing how to apply relevant technical processes to appropriate business needs.
Personal Attributes:
- Demonstrated ability to use discretion and sensitivity when handling confidential information.
- Ability to set clear goals and expectations of team members and tracking progress and escalating issues promptly.
- Strong organizational skills
- Verbal and written communication and listening skills
- Problem solving and evaluation
- Process improvement
- Project management
- Good communication skills
- Good interpersonal skills
- Analyze communications
- Be flexible to adapt to changes in the marketplace
- Improve process of information flow
- Problem solver
- Prioritize and multitask
- Keep current in changing work methods
- Maximize opportunities for the business
- Meet goals and objectives set for department
Other Requirements
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Requirements
While performing the duties of this job, the employee could be required to stand. The employee could frequently be required to walk; use hand to finger, handle, or feel; reach with hands and arms and talk or hear. The employee could be required to sit; climb or balance and stoop, kneel, crouch, or crawl. The employee could occasionally lift and or move up to 50 pounds. Specific vision abilities required by the job could include close vision, distance vision, peripheral vision, and ability to adjust focus.
Travel Requirements: NONE
Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities
Americans with Disabilities Act (ADA): Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.