About Sibylline

Sibylline is a leading intelligence and strategic risk consultancy in the security sector. Since 2010 we have supported businesses, governments and NGOs through the provision of high-quality risk analysis, due diligence and consultancy services. The firm provides an innovative, entrepreneurial and fast-growing working environment, offering employees ever greater exposure to high profile clients and challenges. Sibylline offers fantastic opportunities for career progression within a successful company, and we aim to help our employees to build their own personal profiles as well-regarded analysts within the broader industry.

Key attributes of Sibylline employees are:

• Self-motivated, and auto-improving individuals who can couple initiative and boldness with good judgement
• Excellent written and spoken English
• Clarity of thought and analytical flair
• Strong, demonstrable interest in security and intelligence
• The ability to work under pressure, demonstrate leadership when required but also be able to collaborate effectively in teams
• Excellent attention to detail

​Our Benefits include:

• Medical/Dental/Vision
• Long Term/Short Term Disability
• Basic Life and AD&D Insurance
• 401(k) up to 5% matching
• PTO: 10 days accrued per year and 4 personal days each year
• Sick: 5 sick days front loaded every year
• Salary: 110-130k
  
   

About the Role   

Sibylline is looking for an experienced Senior Manager, GSOC Operations to join our team, working on-site, embedded within our client’s rapidly evolving GSOC. The Senior Manager will be accountable for day-to-day operations in the client office locations based in Seattle, WA. The successful candidate must excel in people management, program oversight, and project delivery in a dynamic, high-intensity environment. Successful candidates will have a proven track-record establishing and supporting resilient, customer-obsessed GSOCS and will be capable of delivering results across a spectrum of needs in challenging operating conditions.  

The Senior Manager, GSOC Operations will serve as the senior Sibylline representative on-site at the client’s GSOC and will work closely with the client GSOC manager to implement a shared strategy and vision. They will be accountable for team KPI and delivery of exceptional service to the client.  They will be responsible for day-to-day personnel management and serve as a conduit to the client for significant life-safety or other customer-related escalations and concerns. The Senior Manager will oversee operational teams and teams of specialized experts in areas such as knowledge management, technology, and training. Will be responsible for a large, diverse team, with growth expected locally and globally.  

Duties and Responsibilities  

Essential Functions  

Operational Oversight  

• Provide strategic direction and as required, direct guidance to the Shift Operations Managers and their direct reports to manage activities and emerging issues that occur during the 24/7 shift cadence, including physical security, safety, and business continuity events. 
• Serve as the senior Sibylline representative for any escalations related to breaking events or the team’s implementation of approved policies and procedures. Use professional judgement to determine those escalations that require client awareness and/or engagement. 
• Provide necessary oversight to ensure initial crisis management functions are undertaken in response to breaking events and appropriately handed over to regional crisis leads and other stakeholders for incident escalation and response. 
• Primary schedule is Monday-Friday but must be available to be on-call to support the Shift Operations Managers as needed after hours, on the weekend, and during holidays for urgent escalations. Willing to backstop their peer on the opposite coast, as needed. 
• Oversee scheduling to ensure all critical posts are filled and that teams are tracking their hours accurately. 
• Ensure all required reporting and contractual compliance requirements are met. 
• Attend regularly scheduled stakeholder meetings to speak on your team’s performance using alarm response data. 
• Assist in-house Operations Managers with operational escalations when necessary. 
• Collaborate with in-house Operations Managers on ways to improve operational efficiency. 

Personnel Management  

• Serve as line manager to Shift Operations Managers and expert team leads, and skip-level manager to their subordinates. 
• Ensure appropriate staffing coverage and alignment of responsibilities across shifts and expert teams. Ensure day-to-day management of personnel is completed including scheduling, tracking of hours worked, and performance support. 
• Support the HR teams in ensuring that onboarding, training and continuous learning, and performance support-related programs, projects, and tasks, are appropriately carried out. 
• Work within Sibylline structures to help personnel across teams reach their performance potential in assigned roles and meet broader professional development goals. 
• Manage performance- or behavior-related staff concerns and issues as required within the hierarchical structure and in accordance with company policies. 

Strategic Vision and Continuous Improvement  

• Serve as a senior-level contributor to strategic discussions about the direction of the global program and programmatic evolutions that expand and improve GSOC services and customer experience. 
• Oversee staff contributions to the development and/or maintenance of policies and procedures impacting GSOC efficacy. 
• Ensure operational implementation of technology and process changes in accordance with approved change management plans. 
• Monitor and track metrics and key performance indicators for biweekly and quarterly review as required by the client contract. 

Skills, Experience and Qualifications  

Minimum  

• Bachelor’s degree. 
• Five (5) years’ experience managing a dynamic, 24/7 operations team involving multiple personnel within their direct or indirect purview. 
• Demonstrated effectiveness as a direct manager-of-record across multiple levels of organizational hierarchy, to include mid-level managers. 
• Excellent oral and written communications skills, to include briefing senior client representatives and editing final products for business leader and customer consumption. 
• Experience gathering and analyzing data or managing individuals performing such functions to create metrics that support positive change and continuous improvement recommendations. 
• Demonstrated ability to plan for and effectively manage change involving processes, policies, and/or technology. 
• Proven ability to manage conflict successfully and positively within and across cross-functional teams. 
• Proven confidence and effectiveness managing high-intensity, dynamic situations. 
• Proven ability to manage competing priorities and reprioritize according to situation or client expectations. 
• Professional judgement to escalate issues to client with a solutions-oriented mindset and presentation. 
• Demonstrated comfort with technology, with ability to quickly navigate and oversee the use of multiple systems and applications. 

Preferred  

• Master’s degree and/or professional certifications related to crisis management, project management, business continuity, Lean/Six Sigma principles, or in related fields. 
• Eight (8) or more years’ experience managing 24/7 operations teams involving multiple personnel within their direct or indirect purview. 
• Demonstrated effectiveness and driver of excellence as manager-of-record to diverse, cross-functional teams that includes direct, simultaneous oversight of at least 10 direct reports. 
• Demonstrated experience and proven abilities to oversee the management of cross-functional teams in high-intensity, high-pressure environments, or situations. 
• Noteworthy emotional intelligence, as demonstrated through leadership and management skills and activities, such as mentoring and/or proactively identifying customer needs before they are articulated or articulable. 
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Next Steps

Successful candidates will be invited to complete a writing assessment (at an arranged time to suit you) to test writing and analytical ability. Shortlisted applicants will then be invited to a final panel interview. In the current environment, our interviews will be conducted virtually. 

​The remuneration for this role is negotiable for the right candidate, dependent on qualifications, aptitude and experience.  The salary range for this role is $110,000 - $130,000.

​Sibylline is committed to the recruitment and selection of candidates without regard for sexual orientation, gender, ethnicity, age, political beliefs, culture and lifestyle. The firm is committed to fostering a business culture that reflects these values and promotes equal opportunity.