Service Delivery

6 days ago

Perth, Western Australia Managed IT Pty Ltd Full time $130,000 - $140,000 per year
About Managed IT

Managed IT Pty Ltd is a Perth-based ISO 27001-certified Managed Services Provider with more than 20 years of delivering best-practice IT, cybersecurity, and compliance outcomes for local government, not-for-profit, and mid-market clients across Western Australia.

We operate with precision and discipline, aligning our managed-services governance to the ACSC Essential Eight and ISO 27001 controls to ensure every report, meeting, and metric is audit-ready.


About the Role

We're seeking a Service Delivery & Compliance Manager (ISO 27001)—also known in the industry as a Managed Services Governance & Reporting Manager—to drive the monthly performance rhythm of our managed-services portfolio.

This role owns the Obligations Performance Plan, monthly SLA/KPI reporting pack, and the full governance cadence — monthly service reviews, quarterly strategic reviews, and annual success reviews.

You'll coordinate with vCIO, vCISO, Service Desk, Security and Cloud teams to ensure every SLA, credit, risk, and evidence item is captured, substantiated, and reported on time—within five business days of month-end.


Key Responsibilities
  • Monthly SLA & KPI Reporting: Compile and publish the audit-ready dashboard pack—SLA attainment, trends, and corrective actions—with supporting data and analysis.
  • Governance Cadence: Run the Monthly Service Review, Quarterly Strategic Review, and Annual Success Review, maintaining minutes, actions, and decision logs.
  • Risk & Compliance Evidence: Capture and index ISO 27001 evidence (incidents, changes, risk register, backups & test restores, CAB minutes, exceptions) each month.
  • Security & Identity Reporting: Coordinate posture data (M365 Secure Score, MFA coverage, vulnerability & patch status, EDR health, anomalous sign-ins).
  • Credits & Variations: Calculate and document service-credit entitlements and coordinate with Finance for accurate invoice annotations.
  • Data Governance & Quality: Maintain reporting accuracy (≤ 1 data issue per pack) and ensure all source artefacts are traceable to metrics.
  • Stakeholder Engagement: Partner with vCIO, vCISO, Service Desk Lead, Security Lead and Cloud Teams to deliver transparent, data-driven performance insights.

What You'll Bring
  • 5 – 8 years' experience in MSP or enterprise service delivery/governance roles.
  • Proven capability in ITIL 4 service management and ISO 27001 performance evidence frameworks.
  • Advanced Excel / Power BI analytics — SLA modelling (FRT, MTTR, availability, patch/vuln, Secure Score, MFA, EDR, backup/test restore).
  • Strong understanding of Microsoft 365 / Azure AD reporting, change-detection, and vulnerability-management platforms.
  • Demonstrated ability to run structured governance meetings and produce executive-level dashboards and appendices.
  • Exceptional written communication and attention to detail with a bias for data integrity and continuous improvement.

Highly Regarded Certifications:

  • ITIL 4 Foundation (or higher)
  • ISO 27001 Foundation or Lead Implementer
  • Microsoft SC-900 / AZ-900
  • CISM / CISA (advantageous)

What's on Offer
  • Competitive salary ($130k – $140k + super)
  • Perth-based office role (no WFH)
  • Work within a certified ISO 27001 and Essential Eight-mature MSP environment
  • Ownership of Managed IT's SLA governance and reporting framework
  • Direct exposure to vCIO, vCISO and technical leadership teams

How to Apply

Click Apply on Seek and include your CV and a brief cover note outlining your experience producing ISO 27001-aligned SLA or compliance reports within an MSP or enterprise environment.


No recruiters please

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