Vice President - Support and Delivery

3 days ago

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Sophos

WebsiteLinkedInAll Job Openings

IT Security • Next-Gen UTM (Unified Threat Management) • Mobile Device Management • Endpoint Security • Antivirus

1001 - 5000 employees

Founded 1985

🔒 Cybersecurity

☁️ SaaS

💰 Post-IPO Equity on 2021-08

Description

• Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks. • Sophos provides cybersecurity-as-a-service to organizations needing fully managed security solutions. • Sophos is seeking a dynamic and experienced Vice President, Support and Delivery, to lead our global support organization. • The VP will oversee a high-paced, high-volume support operation, implementing cutting-edge innovations such as generative AI and automation.

Requirements

• Lead and inspire a global support organization, fostering a culture of innovation, accountability, and customer-centricity. • Develop and execute a strategic roadmap to modernize support delivery and align it with Sophos' business goals. • Spearhead the adoption of generative AI and automation technologies to streamline operations and improve efficiency. • Build and scale self-service platforms and an AI-driven knowledge library to empower customers and reduce resolution times. • Drive optimization and utilization of Service Cloud as a core platform for customer support. • Ensure the organization leverages best practices in CRM, case management, and analytics for operational excellence. • Oversee the delivery of support services at scale, ensuring quality, consistency, and adherence to SLAs in a high-volume environment. • Develop metrics and KPIs to measure success, drive continuous improvement, and report performance to senior leadership. • Transform support into a value creation organization by delivering exceptional experiences that enhance customer loyalty and satisfaction. • Collaborate cross-functionally to align support initiatives with product, engineering, and customer success strategies.

Benefits

• Sophos operates a remote-first working model, making remote work the primary option for most employees. • Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit • Employee-led diversity and inclusion networks that build community and provide education and advocacy • Annual charity and fundraising initiatives and volunteer days for employees to support local communities • Global employee sustainability initiatives to reduce our environmental footprint • Global fitness and trivia competitions to keep our bodies and minds sharp • Global wellbeing days for employees to relax and recharge • Monthly wellbeing webinars and training to support employee health and wellbeing