Information Technology Service Delivery Manager

1 week ago

Sydney, New South Wales, Australia Baidam Pty Ltd Full time $120,000 - $180,000 per year

About Baidam Solutions

Baidam Solutions is a leading cybersecurity provider committed to empowering organizations through innovative security capabilities. We are experiencing strong growth and are seeking a highly motivated Service Delivery Manager to lead and grow our service delivery team. This role offers a clear pathway to becoming Head of Services, with responsibility for developing the business unit and building a high-performing team of cybersecurity professionals.

Position Summary

As Service Delivery Manager, you will oversee the end-to-end delivery of cybersecurity services for our clients, ensuring operational excellence, client satisfaction, and continuous improvement. You will play a key role in shaping and scaling Baidam's service delivery capabilities, mentoring team members, and driving strategic initiatives to elevate service standards.

This leadership role is designed for an experienced cybersecurity professional who aspires to build and lead a capable service delivery function and grow into Head of Services.

Key Responsibilities

  • Lead and manage the cybersecurity service delivery team, ensuring adherence to SLAs, operational metrics, and client expectations.
  • Develop and implement repeatable processes, frameworks, and SOPs to enhance service maturity and scalability.
  • Build strong client relationships as the primary escalation point for service delivery issues and strategic planning.
  • Drive continuous improvement initiatives across service operations, elevating quality, efficiency, and security compliance.
  • Collaborate with sales and account management to align service delivery with business growth objectives.
  • Recruit, mentor, and develop team members, nurturing high-potential talent aligned with Baidam's values and strategic goals.
  • Manage vendor and partner relationships, optimizing commercial and operational opportunities.
  • Provide clear reporting on service performance, risks, and opportunities to senior leadership.

Required Skills and Experience

  • Proven experience (5+ years) in cybersecurity service delivery.
  • Strong knowledge of cybersecurity frameworks, compliance standards, and operational best practices.
  • Experience managing client relationships and delivering high-quality cybersecurity services.
  • Demonstrated leadership capabilities with a history of building and developing teams.
  • Excellent communication, stakeholder management, and problem-solving skills.
  • Familiarity with ITIL, SLA management, incident and change management processes.
  • Strategic mindset with hands-on operational execution skills.

Career Progression

This role offers a structured pathway to Head of Services, with opportunities to lead the full business unit, refine service delivery strategy, and influence Baidam's growth trajectory in the Australian cybersecurity market.

  • Performance-based bonuses and additional benefits.
  • Career development support, leadership training, and mentoring programs.

If interested, please submit your resume and cover letter highlighting your leadership experience in cybersecurity service delivery and your ambition to grow into a senior leadership role.

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