Service Delivery Manager Service Governance (Remote)

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.

As the Service Delivery Manager, you 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

• Ensure the creation and delivery of accurate Service Delivery reports to your clients and for client projects 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
• Work with the Customer Solutions team in a pre-sales advisory capacity to ensure service definitions and descriptions are accurate

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 / 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.

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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