Service Delivery Coordinator

2 weeks ago

Brisbane, Queensland, Australia The Decipher Bureau Full time

This consultancy is on a mission to build world-class cyber security in Australia and aims to be a global leader by revolutionizing cyber security within the country. They value a culture of quality, integrity, respect, camaraderie, and technical excellence while fostering innovation and creativity.

The Service Delivery Coordinator will play a pivotal role in scheduling and managing various security consulting projects, including penetration testing, adversarial simulations, security roadmaps, risk assessments, CIO and CISO advisory, and incident response. This role involves coordinating with both clients and consultants to ensure timely and efficient completion of all tasks.

Your Responsibilities?

  • Workforce Planning: Schedule and roster the consultant team for different engagements.
  • Engagement Ticket Management: Triage and schedule tickets for various project phases.
  • Timeline Management: Ensure project timelines are adhered to, coordinating between team members and clients.
  • Client Coordination: Gather necessary information for smooth project initiation.
  • Customer Service: Foster a client-centric culture within the team to ensure exceptional service and satisfaction.
  • Updates and Reporting: Provide regular updates to clients and account managers on key work items.
  • Escalation Point: Act as an escalation point for client concerns.
  • Process Documentation: Document internal processes and procedures for the consultant team.
  • Resource Management: Maintain visibility into resource utilization and availability.
  • Process Improvement: Continuously monitor and enhance workflows to improve efficiency.
  • Reporting: Prepare and present meaningful reports to the Leadership Team.


How will you be challenged?

  • Simultaneous Scheduling: Manage multiple scheduling outcomes, including overlapping engagements and last-minute changes.
  • Relationship Building: Build strong relationships with clients and consultants, managing expectations effectively.
  • Knowledge Building: Continuously enhance knowledge of service management best practices.
  • Cyber Security Understanding: Maintain a working knowledge of relevant cyber security terms and techniques.


What extras are in it for you?

  • Volunteer Days: Up to three paid volunteer days a year.
  • Training Allowance: Annual allowance to support learning and growth.
  • Positive Work Culture: A young, energetic team with a strong focus on diversity and equality.
  • Salary Packaging: Option to package portable electronics and superannuation.
  • Industry Memberships: Membership to bodies like AISA, ISACA, and OWASP.
  • Team Events: Regular team events and social activities.
  • Office Perks: Fresh fruit, weekly laundry service, and a welcome pack.
  • Convenient Location: CBD office close to public transport.

What you will bring:

  • Personal Attributes: Resilience, courage, integrity, and accountability.
  • Relationship Skills: Effective communication, collaboration, and customer service.
  • Results Focus: Ability to influence, negotiate, plan, prioritize, and solve problems.
  • Business Enablers: Knowledge of service management best practices is advantageous.
  • Experience: 3 years in ICT Project Coordination or Service Delivery Coordination roles.
  • Time Management: Excellent skills in managing competing deadlines and priorities.
  • Client Relationships: Ability to build strong relationships with clients.
  • Consulting Work: General understanding of consulting requirements.
  • Problem-Solving: Strong critical thinking skills.
  • Adaptability: Ability to juggle changing schedules while maintaining empathy and patience.
  • Service Management: Working knowledge of service management best practices is beneficial.
  • Consultancy Experience: Previous experience in a consultancy, MSP, or similar business is a significant advantage.

How to Apply If you're ready to take the next step in your career, email your updated CV and a cover letter highlighting your experience and key achievements to Kris Rosentreter at . For any questions, feel free to call Kris at .

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