Philip B.
Cyber Security Service Manager @Telefónica Tech (EN)
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WORK HISTORY
Cyber Security Service Manager @Telefónica Tech (EN)
The role involves serving as the primary interface for contracted cybersecurity services, ensuring effective communication and service delivery. Responsibilities include managing cybersecurity service contracts with strict adherence to budgetary constraints and milestone deadlines. The position leads and coordinates working groups aligned to client engagements, provides expert consultation on cybersecurity matters, and facilitates collaboration across commercial, business development, supplier, and manufacturing teams. It also encompasses managing technical escalations and coordinating timely responses to security incidents or operational issues.
EDUCATION
St Albans RC High School
High School
ABOUT PHILIP B.
With over 20 years of comprehensive experience in customer management, operations management, and Cyber security management, I have consistently demonstrated a deep commitment to driving operational excellence, elevating service delivery standards, and fostering a culture of continuous improvement within organizations.At SCC Cyber, as the Head of Customer Experience, I pioneered the development and execution of the organization\'s Customer Experience Strategy, instilling a customer-centric ethos and integrating the customer voice into core processes. I mentored and empowered a high-performing senior team, cultivating a culture of excellence and promoting continuous improvement.During my tenure as the ITSM Service Operations Manager at IPCC, I orchestrated strategic oversight of ITIL Service Operations, steering major incident and problem management initiatives across a diverse portfolio of 30+ clients. I spearheaded transition management, ensuring seamless integration, and conducted thorough customer service reviews to enhance overall satisfaction.At Tata Consultancy Services, I spearheaded service improvement initiatives within the Service Integration and Management (SIAM) framework, providing strategic guidance to ensure compliance and quality targets were met. I managed critical incident processes, driving a culture of continuous improvement and significantly enhancing service delivery standards.As the UK Major Incident Management Lead at SCC UK, I demonstrated operational excellence by consistently meeting SLA and KPI targets through proactive coaching, service improvement initiatives, and effective communication. I fostered a culture of collaboration across all lines of business, actively engaging with stakeholders to understand and address client needs.Throughout my career, I have consistently exhibited expertise in customer experience strategy development, business consultation, incident management, operational excellence, stakeholder engagement, service improvement, leadership, team empowerment, cross-functional collaboration, continuous improvement, SLA compliance, process optimization, crisis management, vendor relationship management, global leadership, training and succession planning, and compliance management.I thrive in dynamic environments that demand innovative solutions and a results-oriented approach, leveraging my expertise to drive sustainable improvements and contribute to the growth and success of organizations.
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