Cyber Security Service Manager
Employer: Jisc
Location: Specific patterns for working in the office are not mandated, and the frequency of time worked in the office is agreed with your manager. Meeting in person is something we value, so you may need to travel on occasion to any of our hub offices.
Working hours: 35 hours per week
Salary: £40,000 per annum (negotiable based on experience) + comprehensive benefits package
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The role:
The security team, part of Group CTO, protects UK Education and Research against a wide range of cyber security threats, supporting our members and customers in improving their digital resilience.
We have an attractive opportunity available for a strong Cyber security service manager. You will be responsible for carrying out service management activities on behalf of and as part of our delivery of these valuable services to customers. The primary focus of your role is ensuring that these services are delivered effectively, acting as a bridge between customers, internal teams, and vendors. You will oversee service performance, manage service incidents, and implement improvements to help meet customer expectations and business goals.
In this role you will work closely with highly technical teams across security operations which requires you to have a good working knowledge and appreciation of security technologies and services. The role is part of a wider team of service managers who support other cyber security services and work collaboratively, as part of a team, to always ensure successful and fully resilient delivery of services.
What you’ll be doing:
Ensuring successful ongoing delivery for customers using security services.
Developing, preparing and leading regular service reviews with customers, demonstrating value for money and take feedback and customer requirements back into improvement plans.
Managing service onboarding and offboarding activities.
Managing service-related complaints processes.
Responding to service incidents, service requests, issues and customer communications.
Designing, building and maintaining formal service management policies and practices for Security Operations to help deliver high levels of customer satisfaction and resilience.
Actively engaging with service improvement plans and embedding ITIL practices.
Defining, maintaining, and reporting against business and customer targets, KPIs, and other success measures to ensure customer and stakeholder expectations are met.
What we are looking for:
Working knowledge of, and reporting against, organisational level and service level descriptions (OLA & SLD).
Experience of working in a service management environment within an IT or security related field.
Experience working within recognised IT service management frameworks, such as ITIL or equivalent service management methodologies.
Experience managing customer relationships.
Strong service management and operational coordination skills, ensuring services are delivered effectively and in line with agreed service levels.
Good understanding of cyber services and applications that are provided as part of a security operations centre (SOC).
Anticipate change and adapt to new situations and issues to exploit potential opportunities.
Educated to degree level or equivalent relevant demonstrable experience in one of the following areas: service delivery and continual improvement/ ITIL foundation level or equivalent.
Don’t meet every single requirement?
We know that sometimes people can be put off applying for a job if they think they can’t tick every box, so we encourage you to apply even if you do not meet 100% of the requirements, but if you feel this role is perfect for you. You may be just the right candidate for this or other roles!
Hybrid working:
Specific patterns for working in the office are not mandated, and the frequency of time worked in the office is agreed with your manager. Meeting in person is something we value, so you may need to travel on occasion to any of our hub offices.
Why work for us?
At Jisc, every role is meaningful, and every individual is valued. We foster a culture of continuous learning and personal growth, offering opportunities to develop new skills and make a real impact in education and research. With a strong focus on work-life balance, we embrace flexible working that prioritises outcomes over hours, empowering you to create a rhythm that energises both your professional and personal life.
Our Guiding Principles:
Jisc’s culture is powered by our four guiding principles: putting customers first, driving innovation, creating impact, and championing inclusive collaboration to deliver sustainable outcomes and shape a better future.
Discover the amazing benefits we provide! Here’s what you can look forward to:
Flexible work pattern, which can adapt to suit your schedules and personal commitments
31 days annual leave (plus bank holidays) that includes three closure days over Christmas
Buy up to an additional 5 days leave during the flexible benefits window
Generous flexible pension schemes
A range of wellbeing lifestyle benefits including company paid health care cash plan, mental health first aiders and support
A company culture of continuous learning with access to thousands of LinkedIn Learning courses, and lots of resources and opportunities to support your development
Allocated allowance of up to £250 to equip your home office
Financial well-being support including access to preferential loan and savings plans, mortgage advice, will writing tools and support and resources to help you make the most of your money
A wide range of discounts and cashback from retailers and big-name high-street stores
Family friendly policies including enhanced parental, maternity and paternity and co-parental leave as well as opportunity for career breaks
Support your volunteering with up to 3 days volunteer leave
Equity, diversity and inclusion:
Jisc believe our people make all the difference in cultivating an inclusive culture that welcomes ideas, encourages innovation, and values belonging.
We work hard to create an equitable experience for our candidates and workforce which embraces all aspects of their identity including race and ethnicity, religion and belief, sex, gender identity, sexual orientation, trans identities, age, class, disability, neurodivergence, or veteran status.
Application process:
Please let us know how we can best accommodate you throughout the recruitment process. We’re committed to making our process accessible and comfortable for everyone - just tell us what works best for you.
Just so you know, we review CVs as soon as we can and aim to provide an update on your application within 4 weeks of receiving it. However, you may hear from us a lot sooner, so please keep an eye out for our emails or calls!
We’re really looking forward to getting to know the real you. While we encourage the use of AI tools to help you get started on your CV or cover letter, we encourage you to review your application before submitting. Make sure it truly reflects your own voice, experiences, and personality.
If you are currently a Jisc employee, please apply through your Dayforce Employee profile.
We have a thorough background screening process that verifies the details you share with us in your CV and your application. Any inaccurate information supplied during the application stages can lead to a job offer being withdrawn.
Sponsorship:
Jisc has an active sponsor licence to recruit on a Skilled worker visa basis. Candidates wishing to apply who require sponsorship should determine the likelihood of obtaining a Certificate of Sponsorship for the role by assessing their circumstances against the relevant Home Office criteria. Jisc does not offer any financial re-imbursement towards the applicant costs, such as re-location, skilled worker visa and dependant costs or the immigration health charge.
No agencies please.
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