Senior Service Delivery Manager

The work we do matters

We protect and defend our customers and communities by providing the most comprehensive range of cyber security professional services in the region.

With more than 1,400 team members across Australia, New Zealand, the UK and US, we are a leading force in cyber security, offering services from strategy, GRC, managed security services, cloud security, digital forensics and cyber education.

If you're ready to work with teammates that get you, a leader that supports you and customers that need you, then you're ready for CyberCX.

How you will make an impact

Focus on the successful delivery of Managed Security Services to CyberCX customers. The Senior 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.

Day to day you will:

• Develop and maintain relationships both internally, and externally with clients, to ensure the effective delivery of Managed Security Services
• Ensure the delivery of accurate Service Delivery reports to your clients/for your 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
• Mentor Service Delivery Managers, providing guidance and assistance with customer escalations and disputes
• Work with the Customer Solutions team in a pre-sales advisory capacity to ensure service definitions and descriptions are accurate

Skills & Qualifications

• Tertiary qualification in Information Technology or Business Administration
• Mandatory: ITIL Foundations V3
• Preferred: ITIL Foundations V4 with additional ITIL Capability certifications
• At least 5 years of prior experience in a similar 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
• Strong analytical and problem-solving skills, and the ability to translate information into creative solutions to benefit the business
• Skilled in responding to setbacks in an agile and resilient manner

Interested but don't meet every item listed above? If you're excited about this role but your experience doesn't align precisely, please still apply. You could be just the right person for this role and CyberCX.

Please note that due to the nature of this role, it is a mandatory requirement that all applicants are
Australian citizens
with the ability to hold an
Australian Security Clearance.

Great advantages for great people

A salary package that recognises your experience plus a range of advantages (just some of which are listed below – ask us for a benefits brochure).

• Flexible working in a hybrid arrangement (a blend of office and WFH) with modern and comfortable workplaces that accommodate different working styles
• All the usual leave entitlements plus additional paid leave options (including a day off for your birthday) and the chance to purchase extra leave each year
• Salary packaging options (such as a novated car lease)
• Health & Wellbeing program including access to our employee assistance service, mental wellness leave, online CyberCX Wellbeing Centre and workplace mental health first aiders
• Discounts on health insurance and gym membership plus savings on everyday groceries, electronics, technology, fuel, travel and more
• Personalised development planning, access to training and membership to industry organisations
• Employee interest groups and communities including a comprehensive Women in Cyber program
• A comprehensive reward and recognition program – with a special thank you every year on your anniversary

Be yourself.
We embrace diverse perspectives, experiences, and backgrounds. Please let us know if you require support or adjustments to assist with your recruitment experience.

We take security seriously
. We require all employees to complete background checks (including police and global sanction list checks) annually.

Where appropriate, the CyberCX Talent Team will work with our preferred panel of agencies. Fees will not be paid for unsolicited resumes that are submitted directly to hiring managers and not through our approved process.