Service Delivery Manager

2 weeks ago

Melbourne, Australia CyberCX Pty Ltd Full time

Overview

Service Delivery Manager - Identity & Access Management. Act as the primary client partner, trusted advisor, and escalation point, driving strategic initiatives and fostering a culture of service excellence.

About the company

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 14 offices across Australia and New Zealand and global presence in Europe and the US, CyberCX offers a full suite of cyber security services.

About the role

The Service Delivery Manager for IDAM Managed Services is accountable for the end-to-end delivery, operational excellence, and continuous improvement of identity and access management services for clients. This senior role ensures that IDAM solutions are delivered to the highest standards, align with client business outcomes, and leverage best-in-class cyber security practices.

Note: Only Melbourne based applicants will be considered for this role (no relocation offered).

Duties

- Own the overall client relationship for IDAM managed services, acting as the senior point of contact and escalation.

- Lead regular service reviews, QBRs, and executive updates with client stakeholders.

- Develop deep understanding of client business drivers, security requirements, and regulatory obligations.

- Manage and negotiate service level agreements (SLAs), KPIs, and contractual obligations.

- Oversee the day-to-day operations of IDAM managed services, ensuring reliable, secure, and compliant service delivery.

- Proactively monitor service performance, risk, and incident trends; drive root cause analysis and continuous improvement.

- Lead, coach, and develop a high-performing IDAM service delivery team, including technical, operations, and support staff.

- Monitor and report on service performance, utilisation and the financial health of the account to customers on a periodic (typically monthly) basis.

Skills & experience

- Extensive experience in service delivery, operations, or client management within managed security services, with a focus on IDAM.

- Strong understanding of identity and access management concepts, tools, and standards (e.g., IAM, PAM, SSO, MFA, RBAC, Zero Trust).

- Demonstrated ability to manage complex client relationships and deliver to demanding SLAs/KPIs.

- Proven leadership of cross-functional technical teams in a managed services or consulting environment.

- Sound commercial acumen and experience managing service budgets.

- At least 8 years’ experience in a similar managed services/service delivery/account management role, with particular focus on information technology and cyber security.

- Exceptional stakeholder engagement and communication skills with an ability to build credibility with senior leaders and internal working teams.

- Preferred: ITIL certification.

Benefits

- Flexible hybrid working environment (a blend of office and WFH)

- Corporate discounts on a huge variety of retail stores through our partners

- Ability to deepen your experience and skills in-line with CyberCX's specialisation as Australia/'s leading cyber security provider.

- Opportunities to engage directly with and support senior leadership on significant work and contribute to the thought leadership of

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