DUTIES & RESPONSIBILITIES
Operating Model & Organizational Build
· Design and implement the operating model for the new cybersecurity organization.
· Define roles, responsibilities, governance, escalation paths and decision authorities.
· Establish how the new division interfaces with CNS/Ghobash Sales, Pre-Sales, IT, Finance, HR, Procurement and existing managed-services teams.
· Establish standard operating procedures, service handover and customer onboarding processes.
· Translate strategic plans into executable operating plans.
Service Delivery Leadership:
· Take executive ownership of delivery performance across cybersecurity, data governance and AI engagements.
· Ensure projects and managed services are delivered against agreed scope, timelines, SLAs, quality and margin.
· Act as the senior escalation point for major delivery or customer issues.
AI-SOC / MDR & Managed Services:
· Lead the operational establishment of the new SOC/MDR capability (IT/OT).
· Define the phased AI-SOC operating model, initially covering co-managed services and progressing toward 24×7 capability.
· Establish the SOC’s incident management, escalation, shift and capacity model, together with customer onboarding and service-assurance processes.
· Define SLAs and KPIs for managed security services.
· Work with technical leads to embed automation, AI-assisted investigation and detection engineering.
· Ensure SOC growth is aligned with contracted customer demand and sustainable unit economics.
Resource & Capacity Management:
· Develop the workforce plan for the division.
· Translate commercial pipeline into resource demand and recruitment priorities.
· Manage utilisation, capacity and resource allocation.
· Balance permanent staff, shared CNS capability, contractors, partners and acquired resources.
· Establish delivery pods aligned to capability and customer demand.
Commercial & Financial Management (working with the Head of Cyber Security):
· Support development and management of the divisional P&L.
· Establish cost models and delivery economics across services.
· Track key financial and delivery metrics against plan, including revenue, margin, utilisation and profitability.
· Ensure services sold by Sales and Pre-Sales can be delivered profitably.
· Identify opportunities to improve delivery leverage and margin.
· Support annual budget and investment planning.
Customer Experience & Service Management:
· Establish customer-service management standards.
· Implement monthly and quarterly service reviews for strategic customers.
· Ensure customer issues are tracked through resolution.
· Establish executive reporting on service performance, risk and security posture.
· Build customer satisfaction and retention into delivery KPIs.
· Support renewal and expansion of managed-service customers.
Quality, Risk & Governance:
· Establish a formal delivery quality framework.
· Introduce project and service assurance reviews.
· Maintain operational and delivery risk registers.
· Ensure adherence to contractual, regulatory and internal governance requirements.
· Establish corrective-action processes following delivery issues.
· Support required certifications and compliance programmes.
Service Industrialisation:
· Work with each practice lead to industrialise services — defined scope, delivery methodology, pricing and SLA/KPI framework — turning bespoke delivery into repeatable, reusable IP.
Pre-Sales & Bid Governance:
· Support major bids and strategic proposals, validating resource, delivery and risk assumptions before contractual commitment.
· Participate in customer presentations where operational capability is important.
· Support development of Statements of Work and service descriptions, ensuring proposals have realistic mobilisation timelines.
Leadership & People Development:
· Build a high-performance delivery culture.
· Mentor delivery managers and technical leads.
· Establish performance expectations and accountability.
· Support succession planning.
· Create structured career and capability-development plans.
· Drive collaboration across the different practice areas.