Senior Service Delivery Manager

Develop and maintain relationships both internally and externally with clients to ensure the effective delivery of Managed Security Services.

Job Overview

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.

The Senior Service Delivery Manager will act as the conduit and advocate for the customer and CyberCX, ensuring services are being delivered in accordance with defined governance frameworks and customer contract obligations.

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 clients 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, 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.

Requirements

We are an equal opportunities employer and welcome applications from all qualified candidates. Please note that due to the nature of this role, it is a mandatory requirement that all applicants are Australian citizens with the ability to hold an Australian Security Clearance.

Benefits

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