Managed Services Operations Lead – Cybersecurity

Role Purpose

This senior operational leadership role is responsible for driving the performance, stability, and continuous improvement of the Managed Services cybersecurity operations teams in Manila.

The role executes the global Managed Services strategy defined by senior capability and global leadership teams, ensuring that in-region delivery teams operate at a consistently high standard and contribute to global cyber defence objectives.

This position acts as the primary operational leadership interface between Manila-based teams and global Managed Services stakeholders, ensuring alignment, execution excellence, and high-quality cyber service delivery to global clients.

A core focus of the role is ensuring that Managed Services operations consistently meet or exceed KPIs related to service quality, customer satisfaction, operational efficiency, and cost optimisation.

Key Responsibilities

Managed Services Delivery Leadership

The role is responsible for leading the day-to-day operational performance of Managed Services teams in Manila, ensuring consistent execution of cyber defence services in line with global standards.

This includes maintaining high levels of service quality, responsiveness, and accuracy in delivery while ensuring seamless coordination with global teams and external clients where required.

Global Stakeholder Interface & Alignment

Acting as the key operational liaison between Manila and global Managed Services leadership, the role ensures clear communication of performance, risks, delivery status, and operational challenges.

The role supports alignment with global strategic initiatives and ensures consistent execution of global service delivery models across the Manila hub.

Performance Management & KPI Ownership

The role owns the tracking, analysis, and reporting of operational KPIs across Managed Services functions, with strong focus on:

• Service quality and accuracy of outputs

• Customer satisfaction and client experience

• Operational efficiency and cost optimisation

• SLA adherence and delivery consistency

The role drives corrective actions and performance improvement initiatives where gaps are identified.

Operational Excellence & Continuous Improvement

The Head of Managed Services Operations is responsible for driving continuous improvement initiatives across delivery teams.

This includes identifying operational inefficiencies, implementing process improvements, and enhancing service delivery frameworks to exceed performance benchmarks and client expectations.

Quality Assurance & Service Standards

The role ensures strong quality assurance practices are embedded across all Managed Services functions in Manila.

This includes enforcing delivery standards, improving consistency of outputs, and promoting a culture of accountability, precision, and operational discipline.

Cybersecurity Awareness & Industry Alignment

The role requires maintaining awareness of evolving cybersecurity threats, trends, and MSSP operational practices to ensure service delivery remains relevant, effective, and aligned with industry expectations.

Leadership & Team Performance

The role provides leadership oversight across Managed Services teams, ensuring teams are aligned, motivated, and executing effectively against global objectives.

The role fosters a culture of collaboration, accountability, and high performance across all delivery functions.

Skills, Knowledge & Expertise

The ideal candidate has strong experience in operational leadership within Managed Services, Cybersecurity Operations, or MSSP environments, with proven ability to manage high-performing delivery teams in a global operating model.

Strong capability in stakeholder management across global and regional teams is required, along with the ability to act as a key operational escalation point.

The role requires strong analytical thinking and performance management capability, particularly in interpreting operational KPIs, identifying performance gaps, and driving improvement initiatives.

Excellent communication and coordination skills are essential, with the ability to clearly articulate complex operational performance information to both technical and non-technical stakeholders.

The candidate must demonstrate a strong ownership mindset, operational discipline, attention to detail, and ability to manage competing priorities in a fast-paced environment.

Experience in cybersecurity services, MSSP operations, or managed security delivery environments is strongly preferred.

Experience in managing in a team is non-negotiable.