service delivery manager

About the Role

We are seeking a highly motivated and experienced Service Delivery Manager to join our Managed Security Services team. In this critical role, you will be responsible for ensuring the seamless delivery of cybersecurity services to our clients, acting as their trusted advisor and primary point of contact. You will bridge the gap between our technical security operations teams and client stakeholders, ensuring service excellence, maintaining strong relationships, and driving value through our managed security offerings.

This position offers an exciting opportunity to work at the intersection of client management and cybersecurity operations, where you will play a vital role in protecting organisations from evolving cyber threats whilst ensuring exceptional service delivery standards are maintained.

Key Responsibilities:

Client Relationship and Account Management

You will serve as the primary point of contact for assigned client accounts, building and maintaining strong, strategic relationships with key stakeholders ranging from IT managers to Chief Information Security Officers. Your role will involve conducting regular service review meetings, presenting security posture reports, discussing threat landscape trends, and proactively identifying opportunities to enhance the client's security program. You will ensure clients understand the value being delivered through our managed security services and act as their advocate within our organisation, ensuring their needs and concerns are prioritised and addressed effectively.

Service Delivery Excellence

You will oversee the end-to-end delivery of managed security services including Security Operations Centre monitoring, incident response, threat intelligence, vulnerability management, and security advisory services. This involves ensuring all services are delivered in accordance with contractual commitments and service level agreements, monitoring key performance indicators and service metrics, and taking proactive action when performance trends indicate potential issues. You will coordinate with technical teams including SOC analysts, security engineers, and threat hunters to ensure incidents are responded to appropriately and client service requests are fulfilled in a timely manner.

Incident and Problem Management Oversight

You will oversee the management of security incidents affecting your clients, ensuring appropriate escalation procedures are followed, communications are timely and clear, and post-incident reviews are conducted to identify lessons learned. You will ensure clients are kept informed throughout incident lifecycles and that all incident documentation meets quality standards. For recurring issues or service problems, you will coordinate with technical and operational teams to identify root causes and implement sustainable solutions.

Essential Requirements:

Professional Experience

You must have a minimum of 5 years' experience in service delivery, account management, or client-facing roles within technology services, with at least 10 years specifically within cybersecurity or managed security services environments. You will have demonstrated success managing complex client relationships and delivering against challenging service level agreements. Experience coordinating across technical teams to resolve incidents and deliver projects is essential. You must be able to demonstrate a track record of maintaining high client satisfaction scores and managing multiple accounts simultaneously.

Cybersecurity Knowledge

A solid understanding of cybersecurity concepts, technologies, and operational practices is required. You must be familiar with Security Operations Centre functions including security monitoring, log analysis, and incident detection. Knowledge of common cyber threats, attack vectors, and defence mechanisms is necessary to effectively communicate with both technical teams and clients. Understanding of security frameworks such as NIST Cybersecurity Framework, ISO 27001, or the Australian Cyber Security Centre's Essential Eight is important. You should be comfortable discussing security technologies including SIEM platforms, endpoint detection and response tools, firewalls, intrusion detection systems, and vulnerability scanners at a conceptual level.

Desirable Requirements

Professional certifications in service management such as ITIL Foundation, ITIL Practitioner, or ITIL Expert would be highly regarded. Cybersecurity certifications including CompTIA Security+, Certified Information Systems Security Professional (CISSP), Certified Information Security Manager (CISM), GIAC Security Essentials (GSEC), or similar credentials would be advantageous. Project management qualifications such as PRINCE2 or PMP would be beneficial. Previous experience working for a Managed Security Service Provider or within a corporate Security Operations Centre would be highly valued. Familiarity with security orchestration and automation platforms would be advantageous. Experience with client relationship management systems and business intelligence reporting tools would be beneficial.