Service Delivery Manager

5 days ago

Brisbane, Australia CyberCX Full time

Location: Brisbane
- Flexible working environment
- Hyper growth business Full Job Description

**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 1300 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.

**The Team**

Be part of an exceptional culture with inspiring leaders. Our Service Governance team is responsible for taking the customer on a journey and transforming their business through exceptional service delivery.

**About the role**

The Service Delivery Manager will focus on the successful delivery of Managed Security Services (MSS) to CyberCX customers. The Service Delivery Manager will act as the conduit and advocate for the customer and CyberCX, ensuring services are being delivered in accordance with defined governance frameworks and customer contract obligations.

As the customer champion and single point of escalation for assigned customers, you will be required to develop and maintain relationships both internally, and externally, to ensure the effective delivery of Managed Security Services.

**Duties**
- Ensure the creation and delivery of accurate Service Delivery reports to your clients and for client projects in accordance with the Service Governance reporting framework
- Ensure the effective delivery of Managed Services in accordance with the CyberCX Service Governance framework
- Ensure that KPIs and SLAs applicable to the Managed Services agreements for assigned customer accounts are met.
- Act as a single point of escalation for assigned customer accounts
- Ensure effective delivery of Continual Service Improvement (CSI) initiatives to ensure improved efficiency, quality and customer experience
- Work with the Customer Solutions team in a pre-sales advisory capacity to ensure service definitions and descriptions are accurate

**Skills & experience**
- Mandatory: ITIL Foundations V3
- Preferred: ITIL Foundations V4 with additional ITIL Capability certifications
- You bring previous relevant experience in a similar role (at least 2-5 years of prior experience in Service Delivery / IT Operations / Project coordination would be ideal) coupled with exceptional stakeholder engagement and communication skills with an ability to build credibility with senior leaders and internal working teams quickly.

**Benefits**
- Flexible working arrangements
- Mentoring from leading cyber security experts
- Annual training budget towards industry certifications/qualifications
- Once-in-a-career growth opportunities

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