Service Delivery Associate

7 months ago

Sydney, Australia CyberCX Full time

Work in a dynamic, independent environment
- Hybrid work arrangements
- Ongoing personal development

CyberCX is Australia’s leading independent cyber security consultancy organisation. To continue delivering a world-class service to our clients, we are looking for a passionate Service Delivery Associate to join our Service Delivery team.

The Service Delivery Associate will focus on the effective coordination of service management outcomes for CyberCX Managed Services and customers.

The Service Delivery Associate will ensure proactive service integration and robust service governance, driving pro-active service delivery across CyberCX Managed Services practices and third parties. This includes but is not limited to queue monitoring, knowledge management, ITIL process coordination, business performance and customer reporting.

Using monitoring systems, log aggregation and graphing tools the Service Delivery Associate will assist with the proactive delivery of short term and long-term continual service improvement strategies and work with the Service Governance team as required.

**Responsibilities**
- Play an active role in supporting service design and the implementation of service management practices
- Proactively champion service management process innovation and continuous improvement
- Actively collaborate across the Managed Services Practice and continuously look for ways to add value through ongoing communication, partnership, and cross-pollination to better engage and service clients
- Coordinate the delivery of accurate service management reporting in accordance with the Service Governance reporting framework
- Play an active role in transition to support, including BAU Support Readiness and Service Governance implementation
- Ensure service management records are proactively maintained
- Ensure that KPIs and SLAs applicable to the Managed Services agreements for assigned customer accounts are met and, where failures occur, manage escalations to the Senior Service Delivery Manager
- Manage multiple assignments at any given time, with the possibility of deliverables across multiple agencies
- Complete training and industry related certifications as and when required.

**About you**
- Ideally have completed ITIL Foundations V3 or ITIL Foundations V4 with additional ITIL Capability certifications
- Experience in delivering customer outcomes
- Understanding of managed services and exposure to ITIL service management practices including but not limited to incident, change, & release management
- Effective relationship building and communication skills both with clients and teams
- Able to explain technical information and process to non-technical stakeholders
- Ability to work without supervision
- Good organisational and time management skills Motivation, flexibility, and positive energy, with an ability to work under pressure

**What's in it for you?**
- Once-in-a-career growth opportunities - unique chance to be part of high-growth business
- Work with cyber security thought leaders to deliver world-class services
- A dynamic, independent environment where you’re given flexibility to do your best work
- Ongoing personal development and career training

**About CyberCX**
CyberCX has united Australia and New Zealand’s most trusted cyber security companies to deliver the most comprehensive end-to-end cyber security services offering to enterprises and governments. With a workforce of over 1400 cyber security professionals and a footprint of over 25 offices across Australia and New Zealand and global presence in Europe and the US, CyberCX offers a full suite of cyber security services.

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