Open to Melbourne based candidates
At CyberCX, everyone works together to create cyber security for the world around us. The work we do has real impact, helping to educate, protect, and defend organisations and communities in an increasingly connected world.
We are the leading independent cyber security services organisation across Australia and New Zealand, with over 1,400 professionals also operating in the UK and US. Our comprehensive services span Strategy & Consulting, Governance, Risk & Compliance, Managed Security Services, Cloud Security, Digital Forensics & Incident Response, and Cyber Education.
If you’re ready to work with teammates who get you, leaders who support you, and customers who truly need you — you’re ready for CyberCX.
About the Role
The Service Delivery Manager – Cyber Security is a customer-facing leadership role that sits at the intersection of security operations and client consulting. You will be the trusted advisor our customers rely on to navigate their cyber security journey — translating complex security risks into plain business language, leading measurable Cyber Uplift programs, and driving continuous Service Improvement across our managed security portfolio. This is not just a service management role; it is a strategic consulting position that requires the credibility to sit in a boardroom and the technical fluency to engage a SOC analyst.
Customer Consulting & Trusted Advisor
▸ Act as the primary strategic point of contact for a portfolio of enterprise customers, providing ongoing cyber security consulting and guidance tailored to each customer's risk appetite and business objectives
▸ Build deep, trusted relationships with customer stakeholders from C-suite executives to operational teams — becoming their go-to advisor for cyber risk and service decisions
▸ Lead regular Customer Business Reviews (CBRs), translating security metrics, threat intelligence, and compliance posture into clear, jargon-free executive narratives
▸ Identify and articulate customer security gaps, then co-develop roadmaps that align security investment to measurable business outcomes
▸ Represent customer interests internally, advocating for service enhancements, capability investments, and priority escalations that deliver real customer value
Cyber Uplift Program Delivery
▸ Design, lead, and track structured Cyber Uplift programs that measurably improve customer security maturity over time — from initial baseline assessment through to target-state achievement
▸ Facilitate cyber uplift workshops, tabletop exercises, and maturity reviews with customer leadership and technical teams
▸ Define and track uplift KPIs and milestones, producing regular progress reports that demonstrate tangible security improvement and return on investment
▸ Leverage threat intelligence and vulnerability data to continuously reprioritise uplift activities based on the evolving threat landscape
Service Improvement Programs (SIP)
▸ Own and drive formal Service Improvement Plans across the managed security services portfolio, identifying root causes, defining corrective actions, and measuring outcomes
▸ Lead post-incident reviews and problem management processes, ensuring lessons learned are translated into lasting service improvements
▸ Govern SLA and KPI performance — proactively identifying degradation trends and launching targeted improvement initiatives before customers raise concerns
▸ Champion a culture of continuous improvement within the delivery team, embedding structured methodologies (ITIL, Lean, Kaizen) into day-to-day operations
▸ Report SIP progress to senior leadership and customers with transparency, demonstrating accountability and forward momentum
Translating Cyber Security for Business Audiences
▸ Possess a demonstrated ability to distil highly technical cyber security concepts — threat vectors, vulnerability severity, SIEM alerts, MITRE ATT&CK mappings — into clear, compelling business narratives that non-technical leaders can understand and act upon
▸ Produce board-ready reporting, risk summaries, and executive dashboards that communicate security posture in business risk terms (impact, likelihood, cost) rather than technical jargon
▸ Coach and guide customer stakeholders to build internal security literacy, enabling better-informed risk decisions at every organisational level
▸ Develop communication frameworks, FAQs, and briefing materials that demystify cyber security for a broad customer audience
Service Delivery & Operations
▸ Own end-to-end service delivery for all managed cyber security services including SOC, threat intelligence, vulnerability management, and incident response
▸ Maintain and report on service performance dashboards — SLAs, MTTx metrics, and customer health scores
▸ Oversee ITSM processes (Incident, Change, Problem, Request) with a security-first lens in alignment with ITIL best practices
▸ Manage vendor and partner relationships, ensuring contractual and security obligations are consistently met
WHAT WE'RE REALLY LOOKING FOR
Beyond the credentials, we want someone who gets genuinely energised by helping customers feel safer and more confident in their security posture. You are a natural communicator who can hold a room of executives with a risk briefing one hour, then work through an incident timeline with a SOC team the next. You understand that the best cyber security advice is worthless if the customer can't understand or act on it — and you've built your career making that translation happen. NV1 & ITILv4 is desirable.