Service Delivery Manager

Work with industry leaders to protect and defend our customers and communities.

About the Role Reporting to the Regional Lead, Service Governance, the Service Delivery Manager is responsible for the successful delivery of Managed Services to CyberCX customers. Acting as a conduit and advocate for both the customer and CyberCX, you will ensure services are delivered in line with defined governance frameworks, contractual obligations, and agreed service outcomes. This role plays a critical part in maintaining service excellence, driving continual service improvement, and strengthening trusted customer relationships.

Due to security requirements, candidates must be eligible to obtain an Australian Government security clearance.

Responsibilities

Ensure the creation and delivery of accurate Service Management and Service Delivery reports in line with the CyberCX Service Governance reporting framework

Own and oversee the effective delivery of Managed Services in accordance with CyberCX governance standards

Monitor and ensure KPIs and SLAs are met across assigned customer accounts, and where issues arise, utilise service improvement tools to prevent recurrence

Act as a single point of escalation for assigned customer accounts

Lead and deliver Continual Service Improvement (CSI) initiatives to enhance efficiency, quality, and customer experience

Partner with the Customer Solutions team in a pre‑sales advisory capacity to ensure service definitions and descriptions are accurate and achievable

Collaborate across CyberCX to facilitate communication, partnerships, and cross‑functional alignment that enables teams to better support customers

Skills & Experience

Mandatory: ITIL Foundations V3

Preferred: ITIL Foundations V4 with additional ITIL Capability certifications

You bring previous relevant experience in a similar role (at least 2‑5 years of prior experience in Service Delivery, IT Operations, or Project coordination would be ideal) coupled with exceptional stakeholder engagement and communication skills with an ability to build credibility with senior leaders and internal working teams quickly.

Exceptional stakeholder engagement and communication skills, with the ability to build credibility quickly with senior leaders and delivery teams

Strong analytical and problem‑solving skills, with the ability to translate insights into practical service improvements

Benefits

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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