Job Description

13th August, 2026

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The work we do matters

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We protect and defend our customers and communities by providing the most comprehensive range of cyber security professional services in the region.

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With more than 1,400 team members across Australia, Current 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.

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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.

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How you will make an impact

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Join us as a Senior Service Delivery Manager and play a pivotal role in delivering exceptional Managed Security Services to our customers, acting as a trusted partner and advocate to ensure strong governance, outstanding service delivery, and successful customer outcomes.

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Day to day you will:

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- Build strong, trusted relationships with clients and internal teams to deliver outstanding Managed Security Services and exceptional customer outcomes.
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- Provide clear, accurate service reporting that gives customers confidence, visibility and value.
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- Help shape and uphold high service standards by ensuring Managed Services are delivered in line with our governance framework.
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- Drive performance across your customer portfolio, ensuring KPIs and SLAs are consistently achieved.
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- Act as a trusted escalation point for customers, confidently guiding issues through to resolution.
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- Lead continual service improvement initiatives that enhance efficiency, service quality and the overall customer experience.
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- Support and mentor Service Delivery Managers and Associates, sharing your expertise to grow capability across the team.
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- Partner with the Customer Solutions team in a pre-sales capacity to help define accurate, compelling service offerings.
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- Collaborate across the business to create better customer outcomes, strengthen partnerships and identify new ways to add value.
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The work we do matters

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We protect and defend our customers and communities by providing the most comprehensive range of cyber security professional services in the region.

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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.

n

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.

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How you will make an impact

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Join us as a Senior Service Delivery Manager and play a pivotal role in delivering exceptional Managed Security Services to our customers, acting as a trusted partner and advocate to ensure strong governance, outstanding service delivery, and successful customer outcomes.

n

Day to day you will:

n

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- Build strong, trusted relationships with clients and internal teams to deliver outstanding Managed Security Services and exceptional customer outcomes.
n
- Provide clear, accurate service reporting that gives customers confidence, visibility and value.
n
- Help shape and uphold high service standards by ensuring Managed Services are delivered in line with our governance framework.
n
- Drive performance across your customer portfolio, ensuring KPIs and SLAs are consistently achieved.
n
- Act as a trusted escalation point for customers, confidently guiding issues through to resolution.
n
- Lead continual service improvement initiatives that enhance efficiency, service quality and the overall customer experience.
n
- Support and mentor Service Delivery Managers and Associates, sharing your expertise to grow capability across the team.
n
- Partner with the Customer Solutions team in a pre-sales capacity to help define accurate,



compelling service offerings.
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- Collaborate across the business to create better customer outcomes, strengthen partnerships and identify new ways to add value.
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Skills & Qualifications

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- Tertiary qualification in Information Technology or Business Administration
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- Mandatory: ITIL Foundations V3
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- Preferred: ITIL Foundations V4 with additional ITIL Capability certifications
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- At least 5 years of prior experience in a similar role, with particular focus on information technology and cyber security
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- Exceptional stakeholder engagement and communication skills with an ability to build credibility with senior leaders and internal working teams
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- Strong analytical and problem-solving skills, and the ability to translate information into creative solutions to benefit the business
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- Skilled in responding to setbacks in an agile and resilient manner
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Please note that due to the nature of this role, it is a mandatory requirement that all applicants have full working rightsinAustralia.

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A current/ active AGSVA clearance is required.

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Great advantages for great people

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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).

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- All the usual leave entitlements plus additional paid leave options and the chance to purchase extra leave each year
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- Health & Wellbeing program
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- Discounts on health insurance and gym membership plus savings on everyday groceries, electronics, technology, fuel, travel and more
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- Personalised development planning, access to training and membership to industry organisations
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- A comprehensive reward and recognition program
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Be yourself.

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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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We take security seriously

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We require all employees to complete background checks (including police and global sanction list checks) annually.

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📌 Senior Service Delivery Manager (New South Wales)
🏢 CyberCX
📍 New South Wales