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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 
Join us as a Senior Service Delivery Manager and play a pivotal role in delivering exceptional Managed Security Services to our customers, acting as a trusted partner and advocate to ensure strong governance, outstanding service delivery, and successful customer outcomes.
 
Day to day you will: 

• Build strong, trusted relationships with clients and internal teams to deliver outstanding Managed Security Services and exceptional customer outcomes.
• Provide clear, accurate service reporting that gives customers confidence, visibility and value.
• Help shape and uphold high service standards by ensuring Managed Services are delivered in line with our governance framework.
• Drive performance across your customer portfolio, ensuring KPIs and SLAs are consistently achieved.
• Act as a trusted escalation point for customers, confidently guiding issues through to resolution.
• Lead continual service improvement initiatives that enhance efficiency, service quality and the overall customer experience.
• Support and mentor Service Delivery Managers and Associates, sharing your expertise to grow capability across the team.
• Partner with the Customer Solutions team in a pre-sales capacity to help define accurate, compelling service offerings.
• Collaborate across the business to create better customer outcomes, strengthen partnerships and identify new ways to add value.

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

Please note that due to the nature of this role, it is a mandatory requirement that all applicants have full working rights in Australia.
 
A current/ active AGSVA clearance is required.


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). 

• All the usual leave entitlements plus additional paid leave options and the chance to purchase extra leave each year 
• Health & Wellbeing program 
• 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 
• A comprehensive reward and recognition program

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.

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