Manager, Global Physical Security Systems & Service Delivery

The Manager, Global Physical Security Systems & Service Delivery is a key leadership role responsible for guiding a high-performing global security service desk team, emphasizing accountability, professional growth, and teamwork to ensure 24/7 service delivery and prompt incident response. This position involves designing team structures and workflows, establishing performance objectives, and aligning team goals with CyrusOne’s strategic vision while prioritizing customer experience through programs that reduce downtime and optimize service responsiveness. This Manager will oversee the installation, maintenance, and operations of security systems, ensuring compliance with best practice standards and enhancing service delivery through efficient workflows and tools.

In this role, the Manager, Global Physical Security Systems & Service Delivery will champion innovative technologies and automation strategies to promote a continuous improvement mindset, while managing relationships with global security integrators and local service vendors. Additionally, they will support procurement and budget management efforts, developing fiscal plans aligned with operational needs and tracking cost savings. Engaging with stakeholders across departments, the Manager will serve as a key liaison to align security initiatives with broader organizational goals and participate in industry forums to stay informed on emerging trends and best practices. This role requires a strategic leader dedicated to fostering a culture of excellence, maximizing system uptime, and delivering secure, innovative service experiences worldwide.

Responsibilities:

Leadership & Team Management

• Lead and guide a high-performing global security service desk team, cultivating a culture centered on accountability, professional growth, and teamwork.
• Design and establish the team’s structure, roles, and workflows to ensure 24/7 service delivery and prompt responses to incidents and outages.
• Establish and monitor individual and team performance objectives, offering coaching and feedback to promote consistent excellence and alignment with CyrusOne’s strategic goals.
• Ensure that the team's objectives are always aligned with the wider organizational goals, maintaining a strategic focus on the long-term stability and scalability of infrastructure.
• Play a crucial role in developing talent by recognizing and nurturing potential within the team, engaging in regular career development conversations, and providing strategic guidance to facilitate each team member's professional growth.
• Foster a culture of excellence by ensuring team members have access to advancement opportunities while reinforcing a sense of purpose and commitment to CyrusOne's values throughout the team.
• Establish effective processes to track progress, evaluate performance, and uphold accountability at all levels, concentrating on achieving tangible results that contribute to the success of CyrusOne’s critical infrastructure initiatives.

Customer-Centered Service & Uptime

• Prioritize CyrusOne’s customer experience by developing programs and processes that reduce downtime and optimize service responsiveness.
• Establish metrics and key performance indicators (KPIs) to measure the effectiveness of implemented technologies and automation strategies, reporting on their impact on service quality and operational efficiency.
• Act as an escalation point for critical service disruptions, ensuring rapid root-cause analysis and resolution.

System Maintenance & Operations

• Manage the installation, maintenance, and operational oversight of security systems to ensure they comply with organizational and industry best practice standards.
• Enhance service delivery by improving ticket response and completion times through the implementation of best practices, efficient workflows, and tools.
• Oversee the security lifecycle management process, ensuring timely updates, maintenance, and necessary replacements of security systems.
• Monitor and analyze performance metrics and maintenance activities for security systems, leveraging data and trend analysis to identify improvement opportunities and optimize operations.
• Supervise global preventive and reactive maintenance for all physical security systems to ensure system integrity and adherence to international standards.
• Regularly perform risk assessments to identify vulnerabilities within the security systems and recommend appropriate mitigation strategies.
• Assist in the commissioning, configuration, and validation of new installations and upgrades across global locations.
• Keep accurate inventory and lifecycle records for all hardware, software, and license keys.
• Develop, implement, and main