Overview
Vice President, Support and Delivery Jobs in Canada at Sophos
Title: Vice President, Support and Delivery
Company: Sophos
Location: Canada
About Us
Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through the Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.
Role Summary
Sophos is seeking a dynamic and experienced Vice President, Support and Delivery, to lead our global support organization. This role requires a visionary leader and change agent who can drive transformative initiatives to position the support organization as a key driver of customer value. The VP will oversee a high-paced, high-volume support operation, implementing cutting-edge innovations such as generative AI, automation, self-service solutions, and robust knowledge management systems.
What You Will Do
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.
What You Will Bring
15+ years of leadership experience in global support or service delivery, with at least 5 years at the senior executive level.
Hands-on experience with Genesys platforms, including managing contact center technology and customer interaction solutions.
Proven track record of managing high-volume,…
