Key Responsibilities

Security Services Leadership

Lead the client-facing security services function within Technology Enabled Solutions, including responsibility for security engineering, managed security operations, service quality, and client outcomes.

Provide direct leadership, coaching, prioritization, and performance management for a team of security engineers supporting client environments.

Establish clear operating standards, escalation paths, service expectations, documentation practices, and quality controls across the security services team.

Establish and enforce operational standards for client-facing security services, including documentation quality, ticket hygiene, escalation timelines, client communication expectations, post-incident review requirements, and service delivery consistency.

Partner with the EVP of Technology Enabled Solutions to define the roadmap for Opensity's security service offerings, including operational maturity, client adoption, service expansion, and profitability.

Maintain clear service definitions, scope boundaries, operational runbooks, escalation criteria, and ownership expectations for each managed security service offering to ensure consistent delivery and prevent unmanaged scope expansion.

Serve as a senior escalation point for client security concerns, security incidents, service delivery issues, and complex technical matters.

Client-Facing Security Operations

Oversee daily security operations for managed clients, ensuring security events, alerts, incidents, investigations, and escalations are handled in alignment with defined SLAs, client expectations, and internal operational standards.

Lead the operational delivery of SOC-supporting services, including alert review, triage, escalation, investigation coordination, remediation tracking, reporting, and client communication.

Ensure proper incident response coordination across internal teams, client stakeholders, third-party security partners, and external vendors when required.

Support major incident response activity by providing executive-level communication, timeline development, containment coordination, remediation oversight, and post-incident reporting while partnering with Legal, Corporate Information Security, client leadership, cyber insurance resources, and external DFIR providers where legal, regulatory, or corporate risk considerations apply.

Drive continuous improvement in how security incidents are documented, communicated, escalated, and resolved.

Security Tooling and Platform Ownership

Own the operational use, service delivery standards, governance, and client-facing effectiveness of security tools used to support managed client environments, including platforms such as Rapid7, Cisco Umbrella, Microsoft 365 security capabilities, Microsoft Defender, Mimecast, and other security technologies used across managed client environments. Where tools are shared across corporate and client environments, partner with Corporate Information Security, Engineering, IT, and other platform owners to ensure appropriate ownership, configuration standards, monitoring, and operational alignment.

Ensure security tools are properly configured, monitored, maintained, documented, and aligned to service delivery standards.

Work with engineering teams to improve integrations between security tools, monitoring platforms, ticketing systems, and client reporting processes.

Develop and maintain standard operating procedures for security tooling, alert handling, escalation workflows, and client-specific requirements.

Evaluate new security technologies, service enhancements, automation opportunities, and vendor capabilities that improve Opensity's ability to deliver scalable and effective security services.

Client Engagement and Advisory

Act as a trusted security advisor to clients, providing practical guidance on risk reduction, security posture improvement, incident readiness, and operational security maturity.

Participate in client meetings, QBRs, service reviews, renewal discussions, security assessments, and executive briefings as needed.

Translate complex security issues into clear business language for client executives, account teams, and internal leadership.

Partner with Account Management, Service Delivery, Engineering, and Sales teams to support client retention, service expansion, proposal development, and security-related solution design.

Support review of client-facing security commitments, RFP responses, service descriptions, and contractual obligations related to managed security services, in coordination with Legal, Account Management, Service Delivery, Engineering, and Corporate Information Security.

Provide input into client roadmaps, remediation plans, security recommendations, and prioritized improvement initiatives.

Service Delivery, Process, and Governance

Build and maintain consistent security service delivery processes aligned to ITIL, SOC operations, incident management, change management, and managed services best practices.

Partner with Corporate Information Security to ensure managed security services align with enterprise security standards, client commitments, regulatory expectations, audit requirements, and approved security governance practices.

Ensure security work is properly captured, tracked, prioritized, and reported through Opensity's operational systems.

Develop KPIs and operational reporting for security services, including alert volumes, incident trends, response times, remediation status, recurring risks, tool health, and service performance.

Identify gaps in service delivery, staffing, tooling, documentation, and client coverage, and develop plans to address them.

Ensure security services are delivered in a scalable, repeatable, and margin-conscious manner across the client base.

Team Development and Operational Excellence

Recruit, develop, and retain high-performing security engineering talent.

Define roles, responsibilities, career paths, technical expectations, and performance standards for the security services team.

Promote a culture of accountability, urgency, client service, technical excellence, and continuous improvement.

Ensure team members maintain appropriate knowledge across security operations, Microsoft security platforms, MDR/SOC tooling, email security, endpoint protection, network security, identity security, and client-specific environments.

Provide hands-on guidance during complex client issues while also developing the team's ability to operate independently and consistently.

Required Qualifications

Bachelor's degree in Information Technology, Cybersecurity, Computer Science, or equivalent professional experience.

7+ years of experience in cybersecurity, security operations, managed services, infrastructure security, or related technology leadership roles.

3+ years of experience leading technical security teams, security engineers, SOC analysts, or managed security service personnel.

Experience working in an MSP, MSSP, consulting, or client-facing technology services environment.

Strong understanding of SOC operations, incident response, alert triage, vulnerability management, endpoint security, email security, identity security, and cloud security.

Strong understanding of enterprise infrastructure and security dependencies across cloud and on-premises environments, including Microsoft Azure, traditional data center infrastructure, networking, firewalls, DNS, Active Directory, Microsoft Entra ID, Intune, endpoint management, and related infrastructure technologies that support secure client operations.

Hands-on or leadership experience with security platforms such as Rapid7, Microsoft 365 security tools, Microsoft Defender, Cisco Umbrella, Mimecast, and related security technologies.

Experience supporting Microsoft-centric client environments, including Microsoft 365, Entra ID, Defender, Exchange Online, Intune, and security/compliance capabilities.

Strong understanding of ITIL-based incident, problem, change, and request management processes.

Ability to communicate effectively with executive stakeholders, technical teams, clients, vendors, and internal leadership.

Demonstrated ability to build structure, improve processes, lead escalations, and deliver measurable service improvement.

Preferred Qualifications

Experience leading managed SOC, MDR, or co-managed security services.

Experience with security frameworks such as NIST CSF, CIS Controls, ISO 27001, or similar standards.

Experience supporting legal, professional services, financial services, or other highly regulated client environments.

Relevant certifications such as CISSP, CISM, Security+, CySA+, Microsoft Security certifications, or equivalent experience.

Experience with ServiceNow.

Experience developing client-facing security reports, executive briefings, remediation roadmaps, and QBR materials.

Experience supporting security assessments, risk reviews, vulnerability remediation programs, security roadmaps, or vCISO/vCIO-style advisory services.

Key Success Measures

Consistent delivery of client-facing security services within defined SLAs and operational standards.

Improved maturity, documentation, and repeatability of security operations across the client base.

Effective leadership and development of the security engineering team.

Improved visibility into client security posture, incident trends, tool performance, and remediation activity.

Stronger client confidence in Opensity's security services and escalation handling.

Improved integration of security tooling, processes, and reporting into the broader managed services operating model.

Successful partnership with Account Management, Service Delivery, Engineering, and Executive leadership to support client retention, service expansion, and operational excellence.

Reporting Structure

This role reports to the EVP of Technology Enabled Solutions and leads a team of client-facing security engineers responsible for managed security operations, security tooling, incident response support, and client security service delivery.

This is not an internal corporate security role. The focus of this position is managed security service delivery for Opensity clients, including the people, process, technology, and governance required to support SOC-related services, security operations, and client-facing security outcomes.