About the role
GSOC Operations and Service Delivery Drive operational excellence across the Americas Global Security Operations Centers, ensuring the delivery of consistent, high-quality 24x7 monitoring, dispatch, notification, incident escalation, and security operations support services. Establish operational priorities, performance measurements, and service delivery expectations aligned with Global Security objectives and stakeholder needs. Monitor operational performance through key performance indicators (KPIs), service level agreements (SLAs), operational metrics, and customer experience measures. Analyze operational trends, identify service gaps, and implement corrective actions to improve operational effectiveness, resiliency, and efficiency. Develop and maintain operational scorecards, reporting mechanisms, and business reviews that communicate operational performance to leadership and stakeholders. Ensure operational procedures, escalation protocols, and response frameworks remain effective, current, and aligned with evolving business
requirements. Establish and maintain governance frameworks that drive accountability, transparency, service quality, and continuous improvement. Provide operational leadership during significant incidents, crises, business disruptions, and security events requiring enterprise coordination. Support enterprise incident management processes by coordinating information flow, escalation, decision support, and executive awareness activities. Support planning, execution, and evaluation of crisis management exercises, simulations, and operational readiness activities. Process Improvement and Operational Excellence Develop, implement, and maintain operational standards, playbooks, procedures, and governance documentation. Support the lifecycle management, testing, deployment, adoption, and optimization of security technologies supporting GSOC operations. Contribute to technology modernization initiatives including command center technologies, alarm monitoring platforms, incident management systems, mass notification capabilities, video systems, reporting tools, and analytics platforms. Evaluate and advance the use of artificial intelligence, automation, and emerging security technologies to enhance situational awareness, improve operational effectiveness, create efficiencies, and strengthen Global Security capabilities. Develop trusted partnerships across Global Security, Workplace Services, Security Engineering, and other business functions. Participate in professional development opportunities that strengthen leadership, operational, technology, and crisis management capabilities. Participate in rotating 24x7 on-call
