Service Delivery Manager

Position Summary & Primary Objective

The Senior Service Delivery Manager (MSS) holds end-to-end operational governance, commercial protection, and SLA delivery accountability for enterprise and Defence Managed Security Services accounts.

Operating as the primary interface between client executive stakeholders and internal security operations (SOC, DFIR, Cloud Security, Threat Intelligence), you will enforce contract obligations, govern complex Service Level Agreements (SLAs), drive Continual Service Improvement (CSI), and manage high-stakes operational escalations during critical cyber events.

Key Responsibilities Service Governance & Contractual Accountability

• Maintain total operational ownership of assigned customer accounts, ensuring all services are delivered strictly in accordance with contractual SLAs, Key Performance Indicators (KPIs), and defined ITSM governance frameworks.
• Chair weekly and monthly executive service performance reviews, delivering detailed data-driven analytics on queue performance, SLA compliance, and operational risk metrics.
• Act as the single, authoritative point of escalation for client leadership during service outages, SLA breaches, and major cyber security incidents.

Operational Crisis & Escalation Management

• Command operational escalations during live security incidents, coordinating cross-functional technical teams (SOC Analysts, Incident Responders, Engineers) to rapidly restore normal operations.
• Translate complex, technical security telemetry and threat data into concise, executive-level business risk briefings for client C-suite stakeholders.

Key Selection Criteria Mandatory Requirements & Qualifications

• Security Clearance: Must hold an Active NV2 (Negative Vetting Level 2) security clearance issued by the Australian Government Security Vetting Agency (AGSVA).
• Certifications:
  • Mandatory: ITIL v3 or ITIL v4 Foundation.
  • Desirable: ITIL Practitioner / Capability modules, SAFe/Agile, or Lean Six Sigma.
• Experience: Minimum 5+ years of dedicated Service Delivery Management experience specifically within an Information Technology, Managed Services Provider (MSP), or Cyber Security operational environment.
• Domain Literacy: Deep operational understanding of Security Operations Center (SOC) triage, SIEM/SOAR alert workflows, EDR/MDR platforms, and Digital Forensics & Incident Response (DFIR) lifecycles.

Highly Regarded Experience

• Department of Defence & Intelligence Background: Direct, demonstrable experience delivering IT service management, cyber capabilities, or operational infrastructure within a Defence Environment.