Manager, Global Physical Security Systems & Service Delivery

The Manager, Global Physical Security Systems & Service Delivery is a key leadership role responsible for guiding a high-performing global security service desk team, emphasizing accountability, professional growth, and teamwork to ensure 24/7 service delivery and prompt incident response. This position involves designing team structures and workflows, establishing performance objectives, and aligning team goals with CyrusOne’s strategic vision while prioritizing customer experience through programs that reduce downtime and optimize service responsiveness. This Manager will oversee the installation, maintenance, and operations of security systems, ensuring compliance with best practice standards and enhancing service delivery through efficient workflows and tools.

In this role, the Manager, Global Physical Security Systems & Service Delivery will champion innovative technologies and automation strategies to promote a continuous improvement mindset, while managing relationships with global security integrators and local service vendors. Additionally, they will support procurement and budget management efforts, developing fiscal plans aligned with operational needs and tracking cost savings. Engaging with stakeholders across departments, the Manager will serve as a key liaison to align security initiatives with broader organizational goals and participate in industry forums to stay informed on emerging trends and best practices. This role requires a strategic leader dedicated to fostering a culture of excellence, maximizing system uptime, and delivering secure, innovative service experiences worldwide.

Responsibilities:

Leadership & Team Management

• Lead and guide a high-performing global security service desk team, cultivating a culture centered on accountability, professional growth, and teamwork.
• Design and establish the team’s structure, roles, and workflows to ensure 24/7 service delivery and prompt responses to incidents and outages.
• Establish and monitor individual and team performance objectives, offering coaching and feedback to promote consistent excellence and alignment with CyrusOne’s strategic goals.
• Ensure that the team's objectives are always aligned with the wider organizational goals, maintaining a strategic focus on the long-term stability and scalability of infrastructure.
• Play a crucial role in developing talent by recognizing and nurturing potential within the team, engaging in regular career development conversations, and providing strategic guidance to facilitate each team member's professional growth.
• Foster a culture of excellence by ensuring team members have access to advancement opportunities while reinforcing a sense of purpose and commitment to CyrusOne's values throughout the team.
• Establish effective processes to track progress, evaluate performance, and uphold accountability at all levels, concentrating on achieving tangible results that contribute to the success of CyrusOne’s critical infrastructure initiatives.

Customer-Centered Service & Uptime

• Prioritize CyrusOne’s customer experience by developing programs and processes that reduce downtime and optimize service responsiveness.
• Establish metrics and key performance indicators (KPIs) to measure the effectiveness of implemented technologies and automation strategies, reporting on their impact on service quality and operational efficiency.
• Act as an escalation point for critical service disruptions, ensuring rapid root-cause analysis and resolution.

System Maintenance & Operations

• Manage the installation, maintenance, and operational oversight of security systems to ensure they comply with organizational and industry best practice standards.
• Enhance service delivery by improving ticket response and completion times through the implementation of best practices, efficient workflows, and tools.
• Oversee the security lifecycle management process, ensuring timely updates, maintenance, and necessary replacements of security systems.
• Monitor and analyze performance metrics and maintenance activities for security systems, leveraging data and trend analysis to identify improvement opportunities and optimize operations.
• Supervise global preventive and reactive maintenance for all physical security systems to ensure system integrity and adherence to international standards.
• Regularly perform risk assessments to identify vulnerabilities within the security systems and recommend appropriate mitigation strategies.
• Assist in the commissioning, configuration, and validation of new installations and upgrades across global locations.
• Keep accurate inventory and lifecycle records for all hardware, software, and license keys.
• Develop, implement, and maintain comprehensive policies, procedures, configurations, best practices, and training programs for security systems and maintenance.
• Participate in the development and upkeep of recovery and business continuity plans related to security systems to ensure minimal disruption.
• Prepare and present reports on security operations, incidents, and system performance to senior management, including insights based on data analysis.

Innovation & Automation

• Champion innovative technologies and automation strategies that streamline routine tasks, enable predictive maintenance, and elevate service delivery.
• Evaluate and implement AI-driven monitoring tools, ticketing automation, and self-service portals to increase efficiency and transparency.
• Promote a continuous improvement mindset, identifying gaps in service delivery and proposing tech-enabled solutions that align with business needs.

Project & Vendor Coordination

• Manage relationships with global security integrators and local service vendors, ensuring alignment with service-level expectations and standards.
• Collaborate on new installations, provide design input, and oversee commissioning and final testing phases for construction and upgrade projects.
• Coordinate and track service tickets, repairs, and follow-up actions through internal tools and vendor platforms.
• Create and implement criteria for evaluating vendor performance, including quality of service, adherence to timelines, and responsiveness, to inform future vendor selection process and ongoing vendor management.
• Create a feedback mechanism for internal teams and vendors to provide insights on project execution and vendor collaboration, fostering continuous improvement.

Procurement & Budget Management

• Provide support in the oversight of the procurement and budgeting of physical security systems service contracts, hardware, and technology upgrades.
• Regularly review and analyze budget performance against actual expenditures, providing insights and recommendations for adjustments as necessary.
• Develop and manage a fiscal plan aligned with operational needs and long-term roadmap; apply value engineering practices to optimize spend.
• Establish methods for tracking cost savings achieved through procurement decisions and competitive bidding efforts, reporting these metrics to management.
• Assess the total cost of ownership for security systems and technology upgrades, considering maintenance, operation, and potential resale value to inform procurement decisions.

Stakeholder Engagement & Industry Best Practices

• Serve as a key liaison with Global Physical Security Operations, IT, and Facilities teams to align support services with broader infrastructure and physical security goals.
• Engage with industry peers and forums to stay ahead of emerging trends, best practices, and compliance standards.
• Collaborate with IT, InfoSec, Design, Construction, and other cross functional teams to ensure seamless integration of security systems with existing technology infrastructure.
• Schedule and facilitate regular meetings with stakeholders to discuss project updates, gather feedback, and address any concerns related to security operations and infrastructure.
• Attend industry conferences and events to network with peers, share insights, and gain knowledge about the latest technologies and methodologies in physical security.
• Develop metrics to evaluate stakeholder engagement effectiveness and measure the impact of security initiatives on overall organizational goals.

Qualifications:

• 7+ years of experience in physical security management, with at least 5+ years in a leadership role overseeing security service desk operations or similar functions. Proven experience in managing global teams is highly desirable.
• Expert level understanding of physical security technologies (access control, video management, intrusion detection, etc.) and their integration into complex infrastructure environments (data centers, critical facilities).
• Strong analytical and problem-solving abilities, with a focus on leveraging data to drive decision-making and improve outcomes.
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders and build strong relationships across different cultures and regions.
• Experience in developing and leading cross-functional teams across different geographical locations, fostering collaboration and a unified vision while respecting local customs and practices.
• Ability to navigate and manage complexities associated with global operations, including time zone differences, regulatory variations, and localized security challenges.
• Ability to work in a fast-paced, dynamic environment while managing multiple projects simultaneously.
• Must be able to travel up to ~25%, both domestically and internationally as required.

Education / Certifications:

• Bachelor’s degree in Security Management, Information Technology, Business Administration, or a related field A Master’s degree is a plus.
• Certifications in physical security (e.g., CPP, PSP, CISSP) or project management (e.g., PMP, PMI-ACP, CPM) are highly desirable.
• Experience with global security programs, particularly in the data center or technology sector.

CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.