Head of Security & Network Operations

Why this role stands out

• Build something few leaders get to build. A converged security and network operations model, at real scale, with the backing to design it your way.
• A real seat at the table. You'll report to the SVP & GM, own the operating budget and delivery economics, and help set strategy for the business.
• Scale and impact. 12,000+ customers, thousands of store locations, and a 24/7 global operation where your decisions show up in uptime and protection every day.
• A growing business. We're expanding our managed services, and operations decides how fast and how well we can grow.

What you'll own

Lead a converged operation

• Lead the SOC, NOC, and Threat Intelligence & Detection functions through about 5 direct reports
• Design the operating model: org structure, shift coverage across onshore and offshore teams, and where security and network teams integrate versus stay specialized.
• Standardize processes, escalation paths, and playbooks across both domains so customers get one consistent experience.

Own the economics of delivery

• Own the operating budget, headcount plan, and tooling and vendor spend.
• Improve cost to serve and delivery margin while raising service quality, including the right balance of onshore and offshore delivery.
• Provide cost and capacity inputs to pricing, capacity planning, and new service launches.

Deliver security outcomes

• Run 24/7 security monitoring, triage, investigation, and response across customer environments.
• Through the Threat Intelligence & Detection leader, make sure intelligence drives detection coverage and threat hunting.
• Own security incident response for customer environments, from first alert through post-incident review.

Deliver network reliability

• Run 24/7 network monitoring and response for site connectivity, uptime, and performance across thousands of locations.
• Oversee day-to-day operations for our managed network services (managed firewall, managed switches, SD-WAN, wireless, connectivity)
• Manage carrier, ISP, and vendor escalations, change and maintenance windows, and service management practices.

Lead when it matters mos t

• Serve as the single accountable leader for high-severity incidents, whether security, network, or both.
• Lead customer and executive communications during major incidents, and drive root-cause fixes that stick.

Modernize operations with automation and AI

• Set the multi-year roadmap for SIEM, SOAR, network monitoring, and observability, with one integrated view of security events and network health.
• Lead the shift to AI-assisted, automated operations to reduce manual work, alert noise, and response times.

Be the operational voice to customers and the business

• Act as executive sponsor for key customers through service reviews, escalations, and strategic discussions.
• Partner with Product, Sales, Operations, and Customer Success to shape new offerings and match operations to customer needs.
• Run the business on clear metrics: time to detect and respond, uptime and SLA performance, detection coverage, alert quality, customer satisfaction, and cost to serve.

This role leads PDI's customer-facing security and network services.

What success looks like

• First 90 days: Assess the organization, tooling, service levels, and cost structure across both centers. Meet key customers and offshore teams. Agree on priorities with the SVP & GM.
• By 6 months: A unified operating model and leadership structure in place, one major-incident process across security and network, and a shared KPI and SLA dashboard.
• By 12 months: Measurable gains in uptime, response times, and cost to serve, an automation roadmap delivering results, and an operation ready to support new service launches.

What you bring

Required

• 12+ years in security operations, network operations, or infrastructure operations, including 7+ years in leadership and experience leading leaders (managers of managers).
• A track record running a 24/7 operation of 100+ people, ideally across onshore and offshore teams.
• Deep experience running a SOC or a NOC, and solid working knowledge of the other. We're open to great leaders from either background, but prefer a security background.
• Experience owning an operating budget and improving cost to serve or margin.
• Proven major-incident leadership, including executive and customer communications under pressure.
• Strong grasp of security operations tooling (SIEM, SOAR, EDR/XDR) and network operations tooling (monitoring, observability, IT service management).
• Executive presence with customers and senior leaders, and the ability to explain operational issues in business terms.
• Willingness to travel internationally to lead global teams.

Nice to have

• Experience at an MSP, MSSP, MDR provider, or managed network services provider (MNSP)
• Background in retail, hospitality, payments, or other multi-site environments, including PCI DSS.
• Experience leading a converged or integrated SOC and NOC.
• Experience building or scaling offshore delivery centers.
• A track record of leading automation or AI-driven change in operations.
• Familiarity with SOC 2, ISO 27001, and ITIL, plus cloud operations across AWS, Azure, or GCP.
• Certifications such as CISSP, CISM, or ITIL are welcome but not required.
• A bachelor's degree in a related field or equivalent experience.

Pay and benefits

PDI is committed to offering a well-rounded benefits program, designed to support and care for you, and your family throughout your life and career. This includes a competitive salary, market-competitive benefits, and a quarterly perks program. We encourage a good work-life balance with ample time off [time away] and, where appropriate, hybrid working arrangements.

Employees have access to continuous learning, professional certifications, and leadership development opportunities. Our global culture fosters diversity, inclusion, and values authenticity, trust, curiosity, and diversity of thought, ensuring a supportive environment for all.