About Us

Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). 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, high-paced support environments in a technology or SaaS company.
Deep understanding of Service Cloud and its capabilities; hands-on experience driving platform optimization.
Expertise in AI and automation technologies, with a focus on practical, scalable solutions.
Strong change management capabilities to lead transformative initiatives across a global organization.
Exceptional communication and stakeholder management skills, with the ability to influence at all levels.

In the United States, the base salary for this role ranges from $233,000 to $388,000. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package.  A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.

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Ready to Join Us?

At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they dont check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Dont let a checklist hold you back – we encourage you to apply.

Whats Great About Sophos?

· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.

· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit

· Employee-led diversity and inclusion networks that build community and provide education and advocacy

· Annual charity and fundraising initiatives and volunteer days for employees to support local communities

· Global employee sustainability initiatives to reduce our environmental footprint

· Global fitness and trivia competitions to keep our bodies and minds sharp

· Global wellbeing days for employees to relax and recharge

· Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

Data Protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos