_{19th February, 2025}

At CyberCX, everyone works together to create cyber security for the world around us. The work we do has a real impact, and you could be part of the team trusted to educate, protect, and defend organisations around the world.

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.

The Customer Operations Manager is responsible for delivering reliable and sustainable technical services, outcomes and solutions in line with the contract services of the assigned client portfolio.

Responsibilities

• Provide technical leadership and exceptional technical delivery results in line with the client’s contracted services
• Provide value-added operational delivery and development of strong working relationships with key technical stakeholders, thus enabling a strong platform for further business growth, and maximising the opportunity to renew service contracts
• Understand client expectations and ensure the MSP delivery team delivers to all Key Performance Indicators (KPIs), including contracted Service Level Agreements (SLAs)
• Monitor the performance of core MSP delivery functions (including incident, problem, and change) and drive MSS delivery teams to ensure consistent achievement of contractual compliance for assigned client portfolio
• Proactively identify any potential instances where SLAs may not be met, and resolve these before SLAs are missed
• Work with Service Governance team to ensure key programs of work have the right support and planning framework in place to achieve expected delivery outcomes, including by contributing to continual service improvement planning activities
• Demonstrate leadership and provide coaching, direction and guidance to technical delivery team members
• Drive and facilitate high quality communication, knowledge sharing, and proactive attitude across the MSP team

Skills & experience

• ITIL Foundation and ITIL Capability qualifications (desirable)
• Suitable vendor certifications & ITIL Intermediate certification in Operational Support & Analysis
• 3-4+ years’ experience in IT engineering / operations or similar field
• Good stakeholder engagement and communication skills, with an ability to build credibility with customers, leaders and internal working teams
• Strong analytical and problem-solving skills, and the ability to build sustainable, scalable solutions and processes to meet complex operational problems
• Skilled in responding to setbacks in an agile and resilient manner

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, extensive 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.

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