Job Description

Reference # : 21-01672Title : Service Management
Location : Irving, TX
Position Type : Contract
Experience Level : Start Date / End Date : 12/06/2021 / 12/05/2022
Our client, a leading global financial services company, has approximately 200 million customer accounts and does business in more than 140 countries. They provide consumers, corporations, governments and institutions with financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

Department Description:

The Cyber Security Services (CS) organization is responsible for the management of critical security infrastructure, services, and monitoring across the enterprise on a global level.

As part of CS, the Service and Product Management (SPM) function provides centrally managed, shared business management services and drives strategy for Client's Cyber Security Services organization through delivery of its Security Service and Product Management offerings.

Service & Product Management provides support for security services through end-to-end business relationship management of all Client business sectors, engineering, 3rd party vendors, and senior business and technology executive management. The organization serves to provide one point of contact to customers & stakeholders and oversight of management processes & systems, while allowing the operational functions to focus on core responsibilities. The domains include Infrastructure Defense; Global Identify and Access Management; Authentication & Host Security; Mobile Application Gateway; Data Security.

Job Description:

Highly visible individual contributor role within the growing Cyber / Information Security Infrastructure space at Client, responsible for the overall Client Operations of Client's Authentication & Host Security services on a global scale. Applicant must be an excellent written and verbal communicator and articulate presenter with the ability to customize delivery for all levels of management, with strong focus on Automation (VBA), Reporting, Client Communications with high level of attention to detail; Ability to build strong relationships with all stakeholders and fostering a collaborative environment. Ability to operate and be successful in a uniquely large and dynamic environment with constant change and need for multitasking is essential. Applicant must be able to manage and drive various client forums via conference calls with large audiences, including fostering support from key players and provide sound business analysis and assessment of the operating environment to drive compliance consistency and maturity.

The applicant will be responsible for the following:

Automation and Reporting: Responsible for creating on-demand reports and high-quality PowerPoint presentations; automate repeatable tasks that may require coding/macros using VBA.
Client communications: Gather details from various teams and create clear and concise client communications with high level of attention to detail.
Client Forums: Create meeting agenda's and host various client forums; adopt innovative ideas to efficiently run Q&A forums with large number of participants (~50).
SharePoint: Create and Manage content on internal SharePoint sites.
Project Support: Design and drive large, complex projects to enhance and automate key processes in order to better meet client, IS, and regulatory requirements.
Process Management: Responsible for the engineering/re-engineering and oversight of operational and business processes and documentation while developing measurement and improvement processes to continuously drive service maturity and improving compliance oversight, safety, and soundness.
Relationship Management: Managing relationships with cross-functional policy stakeholders and participating in policy-setting bodies on behalf of Operations.
Continual Improvement: Leading efforts to identify and implement significant improvement programs related to Client Operations and Service Management


Minimum 10+ years' experience in Operations Reporting, Client Communications, Project Management, or equivalent combination of education and work experience
Minimum of 7+ years' experience with Unix Systems, Enterprise Applications development, or relevant technical experience
Computer Engineering/Science Degree or related degrees is required, and MBA is a plus.
Strong knowledge of Microsoft tools such as Excel, Word, SharePoint, Visio, PowerPoint; working knowledge of VBA and Excel Macros for complex reporting and automation.
Excellent written and verbal communication skills; Ability to create clear and concise client communications; Ability to communicate effectively with Senior Management and stakeholders of all levels.
Must be able to work collaboratively with CS teams and business partners
Certifications (CISSP, CISA, CRISC, ITIL) are a plus.
Foundational understanding of Information Security and/or Cyber Security operations
Must be a motivated self-starter, strong presenter/communicator and pay attention to detail
Ability to multi-task and deliver under tight timelines


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