_{02nd June, 2026}

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.
CyberCX is the leading independent cyber security services organisation across Australia and New Zealand, with over 1,400 professionals across ANZ, the UK, and the US. We bring together some of the industry’s brightest minds across 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
We are seeking a Senior Service Delivery Manager to join our Managed Security Services (MSS) team.
This is a highly strategic, customer-facing leadership role responsible for overseeing the successful delivery of managed cyber security services across a portfolio of enterprise customers. Acting as a trusted advisor, you will partner closely with customers to help them strengthen their security posture, improve operational maturity, and navigate an evolving threat landscape.
You will sit at the intersection of cyber security operations, customer consulting, and service governance — translating complex security challenges into meaningful business outcomes while driving continual service improvement across our MSS offerings.
This role requires a strong blend of stakeholder engagement, operational leadership, cyber security understanding, and executive-level communication skills.

Key Roles & Responsibilities

• 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 & Service Delivery Associates, 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
• Actively collaborate across CyberCX, and continuously look for ways to add value. Facilitate communication, partnerships and cross-pollination across the business to allow teams to better engage and service customers

Preferred Qualifications, Experience & Skills

• 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

Personal Attributes

• Professional and ethical, you inspire trust and confidence through integrity and respect
• Customer-obsessed and a self-starter, you go above and beyond to deliver extraordinary results and experiences for customers
• Innovative and open to change, you are focused on finding opportunities for continuous improvement and ways to optimise work processes
• Collaborative and with an enterprise mindset, you speak up and welcome all input, opinions and questions
• Emotionally intelligent, you demonstrate empathy, connection, and assertiveness

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