Head of Governance

Head of Governance


JOB TITLE: Head of Governance
DEPARTMENT: Managed Services
FUNCTION: Operations
LOCATION: Home Based, regular tarvel to Maintel Offices and Customer sites

Job Purpose Statement:

The Head of Governance is there to ensure a rigour around the output of the Managed Services team, ensuring compliance and adherence to standards. Primarily through our approach to Information and Cyber security; support acceptance, operational readiness and proactive monitoring services.

The role is a key role in the Ops ELT and should be both an internal subject matter expert and also a point of reference for the external customer base.

Job Accountabilities:

Functional Team Responsibilities:

  • Security Operations Centre
  • Monitoring Services

Functional Output

  • Management of the SOC
  • Oversee the SOC’s daily operations and provide support to all SOC personnel to ensure all deliverables are met within SLAs
  • Develop and maintain SOC policies and standard operating procedures
  • Act and head the SOC action approval chain
  • Identify and manage potential and actual operational issues and risks and take corrective action
  • Assist in the development of ongoing training programs designed to help advance our analysts’ careers and our company’s growth
  • Work as a liaison between the SOC Team, other departments, and upper management
  • Manage relationships with our customers’ in-house operations teams and frequently interact with client management
  • Develop salient and actionable security KPI and KRI metrics
  • continued development of the ICON Secure & Off-Prem service making it scalable and future appropriate by working with product on ‘what’s next’, 
  • Customer on-boarding to the defined service description

Outside of the standard SOC deliverables:

  • Build a security culture across MS and PS,  mature our approach to ensure compliance and best practice
  • Ensure that the risk to Maintel is understood and managed in the delivery of security services
  • Play an active part in Maintel’s security focus group, including strategy for Maintel’s corporate security working with the ICON Security Officer and the ISO team

Operational Readiness

  • Peer with Product, helping to scope new product where needed and to deliver operational readiness across all technologies
  • Operational representation at the Product Intro Board
  • Ensure that Kingfisher is set up to achieve the new service for the end users
  • Ensure that support teams are trained on any new product or service
  • Work on the Transition workstream to bring improvement to the end to end process


  • Provide operational ownership of each monitoring application to develop the monitoring service.  Grab control of the monitoring platforms across all technologies.
  • Agree the operational model for monitoring – in terms of standard deployment, automation and thresholds
  • Devise a strategy roadmap for each technology in terms of monitoring
  • Ensure a future model - consolidating, looking at new emerging types of monitoring including open source opportunities

The post holder will work across 3 main core objectives:


  • Continued development of all direct reports in line with Maintel People Strategy
  • Suggestions around the development of the wider MS team
  • Contribution to people initiatives
  • Identification of talent requirements
  • Staffing decisions


  • Sensible control of opex, including overtime and expenses
    Contribution to capex budget management – with advice around what is needed to develop the security approach within Maintel
  • Training needs – sensible use of internal and external methods thereby controlling expenditure


  • Customer facing role – leading new service / sale discussions from an MS perspective with sales
  • Be fully visible in any escalation situations

Key Challenges:

  • The need to understand the ICON Secure service and develop an appropriate service model to meet both current customer demand and future demand
  • The need to engage the rest of the Operations team on all security matters & ensure that we start to develop a security culture
  • Setting up key stakeholder relationships across the business

Specific Job Knowledge, Skills and Experience:

Skills and Abilities

  • Strong knowledge and experience with industry standard frameworks (ISO, NIST, PCI) -Familiarity with ITIL or related methodologies
  • Experience in the fulfillment and delivery of proposed solutions
  • Strong knowledge of project management and risk analysis strategy
  • Strong knowledge of change management and implementation best practices
  • Good written ability – internal technical documents, service descriptions etc
  • Presentation ability – specifically to new customers and internally
  • People management – an ability to lead and inspire
  • Good networking ability – internally and externally


Working knowledge of the following – demonstrable experience of managing teams and B2B customers in these areas:

  • Cyber Security
  • Information Security
  • SIEM
  • Fortinet
  • Data
  • UC


  • Service management in a complex B2B partner service environment
  • Experience of building and developing a SOC environment and working knowledge of all managed controls and services

To apply, please send your CV to HRTeam@Maintel.co.uk.