Global Data Center Security Systems Service Manager

The Global Physical Security (GPS) System Team manages physical security technology across the corporation. Oracle is seeking a highly experienced and multi-talented member of the physical security systems leadership team.

The role is to Implement, develop, and manage the Global Data Center security systems service desk function, providing repair and maintenance services to the entire Global Data Center portfolio. Responsible for standing up the service desk, building a team of embedded contractors and development of SOP's and SLA's to deliver a stellar service desk to support data center security systems deployments 24 x 7.

Leading contributor individually and as a team member, providing direction and mentoring to others. The work is non-routine and often very complex, involving the application of advanced technical and business skills in this area of specialization.

ESSENTIAL FUNCTIONS:

Provides management and oversight ensuring that Oracle's Security Systems are maintained and supported consistently across the globe. These initiatives include, but are not limited to:

• Develops and manages the Global Data Center Security Service function and team, including the sourcing of appropriate contracted staff.
• Provides mentoring, development, and guidance to staff, enhancing skills with developmental training programs.
• Responsible for the global delivery of service and maintenance to Oracle Data Centers utilizing 3 (three) regional service desks.
• Develops global service processes and procedures; continually enhancing the services provided.
• Closely controls all elements of service from ticket creation through to resolution, completing regular meetings with service providers and key stakeholders.
• Participates in the annual VAR business review processes.
• Closely liaises with the Data Center Systems, Operational and GSOC Teams.
• Provides monthly service ticket statistical data and analysis thereof.
• Meets customer service financial objectives by forecasting requirements; preparing annual service budgets; scheduling expenditures; analyzing variances; initiating corrective actions; processing vendor invoicing and payments.
• Manages spares inventory and replenishment programs.
• Oversees ongoing alarm reduction and system health check programs.
• Completes periodical Data Center site reviews and serviceability spot checks.
• Performs additional functions as directed by the Director of Global Data Center Security Systems as necessary to achieve assigned business objectives.

REQUIREMENTS:

• Ability to communicate and articulate with a high level of proficiency in both the written and verbal format at all levels, up to and including Corporate Executive leadership, being 100% fluent in English is an absolute requirement.
• Proven track record in Global Service Desk and Supplier Management, experience in standing up a Service Desk from a blank canvas would be highly attractive.
• A minimum of 5 years' Security Service Desk Management is essential.
• Must be self-motivated, but equally comfortable working within a team or alone and requiring minimal supervision.
• Outstanding interpersonal and customer service skills.
• Detailed knowledge of Lenel OnGuard and Milestone CCTV is essential. Exposure to additional Physical Access Control, CCTV, Key Management, and Intruder Alarm Systems being extremely desirable.
• At least 10 years' experience in the Security industry, specifically having gained experience as an installation / repair engineer in the field.
• Detailed knowledge of ABLOY and other industry standard locking solutions is absolutely required.
• Experienced in the support of Microsoft Desktop and Server Operating Systems.
• Working knowledge of IT networks - LAN/WAN, Intranet/Internet, Firewalls.
• Highly proficient with all basic Microsoft computer software programs and communication techniques.

SCOPE OF RESPONSIBILITY, IMPACT OF DECISIONS AND DEGREE OF SUPERVISION:

• The Global Data Center Security Systems Service Managers' scope of responsibility will be of a Global nature.
• The qualified candidate will report directly to the Director, Global Data Center Security Systems who is based in the UK.
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• This is an Individual Contributor (IC) role requiring minimal direct supervision, management of a global embedded team, carrying a high degree of responsibility and operational impact upon the business function.
• There is an expectancy of up to 20% global travel.

EDUCATION AND/OR EXPERIENCE:

• BS/BA Degree desirable but not mandatory.
• Lenel OnGuard / Milestone CCTV certifications are highly desirable.
• Ability to show experience in above required essential functions is mandatory.
• Additional industry certifications are highly desirable, but not absolutely required.