Senior Operations Manager

about the role

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.