Senior Service Delivery Manager (Cyber)

Interactive Pty Ltd; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Staff benefits

Partner discounts

Development plans

Sustainability focus

Job summary

Interactive Slipstream Cyber, part of Interactive, is seeking an experienced Service Delivery Manager to be the primary operational contact for our managed security customers in Sydney. You’ll own service performance, governance and continuous improvement while helping customers strengthen their security posture.

You’ll align technical teams, commercial stakeholders and cyber specialists to deliver reliable services and manage risks, delivering measurable customer outcomes.

Qualifications

• Experience in service delivery management within cyber security or managed services.
• Strong knowledge of incident, problem, request and change management.
• Experience managing escalations, service performance, renewals and at-risk accounts.
• Able to translate technical information for executive audiences.
• Familiarity with ServiceNow, Jira, Microsoft 365 and Dynamics 365.
• Knowledge of ISO 27001, NIST CSF or Essential Eight.

Responsibilities

• Own the delivery and performance of managed security services across your customer portfolio.
• Ensure SLAs and contractual commitments are met, coordinating corrective actions.
• Lead customer governance, service reviews, reporting, escalations and action tracking.
• Develop and drive service improvement plans with clear owners and milestones.
• Identify and manage technical, operational and business risks through to closure.
• Work with internal teams to resolve issues and deliver a seamless customer experience.
• Identify security gaps and opportunities for account growth.

Skills

Service Delivery

Stakeholder mgmt

Executive comms

Cyber security knowledge

Risk management

Customer governance

Tools

ServiceNow

Jira

Microsoft 365

Dynamics 365

SIEM/EDR data

ISO/NIST frameworks

Job description

Interactive Slipstream Cyber combines deep cyber security expertise with the scale and backing of Interactive, one of Australia's leading technology services providers.

As we continue to invest in our Managed Security Services capability, we're looking for an experienced Service Delivery Manager to become the primary operational contact for our managed security customers. You’ll take ownership of service performance, customer governance and continuous improvement, while helping customers manage risks and strengthen their overall security posture.

This is an influential customer-facing role where you’ll bring together technical teams, commercial stakeholders and cyber specialists to deliver reliable services and meaningful customer outcomes.

Some of the key things you’ll do:

• Own the delivery and performance of managed security services across your customer portfolio.
• Ensure service levels and contractual commitments are met, coordinating corrective actions where required.
• Lead customer governance, service reviews, reporting, escalations and action tracking.
• Develop and drive service improvement plans with clear outcomes, owners and delivery milestones.
• Identify and manage technical, operational and business risks through to closure.
• Work across internal teams to resolve service issues and deliver a seamless customer experience.
• Help identify security gaps, improvement opportunities and potential account growth initiatives.

What we’re looking for:

• Demonstrated Service Delivery Management experience within cyber security, managed services or a similar environment.
• Strong knowledge of service management practices across incident, problem, request and change management.
• Experience managing customer escalations, service performance, contract renewals and at-risk accounts.
• Confidence engaging with senior stakeholders and translating technical information for executive audiences.
• Experience with ServiceNow, Jira, Microsoft 365 and Dynamics 365, is preferred.
• Ability to translate data from SIEM, EDR, and vulnerability management platforms for both customer and executive audiences.
• Knowledge of cyber security frameworks such as ISO 27001, NIST CSF or Essential Eight, supported by excellent communication and reporting skills.
• Must be an Australian Citizen and eligible to obtain NV1 Security Clearance.

Why choose us?

• Highly skilled, collaborative team that values expertise and knowledge‑sharing.
• Strong learning culture with personalised development plans.
• Commitment to sustainability and community investment.
• Access to a wide range of staff benefits and partner discounts.