Service Delivery Manager

Sekuro; Brisbane; On-site; AUD 120,000 - 180,000; Full time

Job summary

Sekuro, a founder-led global cybersecurity consultancy, is seeking an experienced Service Delivery Manager. You’ll anchor the Managed Security Services portfolio, ensure quality, profitability, and seamless delivery across client engagements.

You’ll collaborate with SOC, Engineering, and Customer Success teams, drive SLA compliance, account profitability, and continuous improvement, while guiding clients through SOC maturity journeys and maintaining exceptional client satisfaction.

Qualifications

• Experience in managed security services or tech services
• Understanding of SOC operations and maturity frameworks
• Strong organisational and coordination skills
• Commercial acumen with profitability and utilization tracking
• Excellent communication across technical teams and leadership
• Proactive problem solving and escalation management

Responsibilities

• Drive operational excellence across managed security services engagements and establish quality control
• Monitor service performance, manage SLA compliance, and lead continuous improvement
• Guide clients through SOC maturity journeys with operational insights
• Collaborate with Customer Success to align expectations and maintain high NPS
• Coordinate with SOC and Engineering teams and manage escalations for timely resolution
• Monitor staff utilisation, track gross profit, and identify expansion opportunities

Skills

Service delivery management

SOC operations

Operational excellence

Account profitability

SLA management

Client stakeholders

Communication skills

Escalation management

Job description

We're a founder-led global consulting company in the cybersecurity market, operating across Australia, Asia, and the UK. Our reputation is built on breaking away from traditional consulting models, embracing a direct and fresh approach that puts clients at the centre of everything we do. Our mission is simple: to be our clients' most trusted security partner by delivering impactful outcomes that build resilience, enable innovation, and improve competitiveness.

We live by our values: we care for our team, own the outcome, tell it like it is, are curious and generous, and always strive for better.

The Role

You'll be the operational backbone of our Managed Security Services portfolio, ensuring we deliver exceptional service quality whilst maintaining account profitability and driving operational efficiency across all client engagements. This is a role where operational excellence meets client success, and you'll be working collaboratively with Technical Account Managers, our SOC Manager, and Engineering Manager to ensure seamless service delivery that meets every commitment we make to our clients.

What You'll Do

• You'll drive operational excellence across all our managed security services engagements, establishing and maintaining quality control processes that ensure every client-facing deliverable meets our high standards.
• Working at the intersection of technical delivery and client success, you'll monitor service performance metrics, manage SLA compliance, and lead continuous improvement initiatives.
• A significant part of your role involves guiding clients through their SOC maturity journey, providing the operational expertise and insights they need to evolve their security operations capabilities.
• You'll work side by side with our Customer Success Management function to ensure client expectations and service delivery are fully aligned, managing feedback and maintaining the exceptional customer satisfaction and NPS scores we're known for.
• You'll coordinate closely with our SOC and Engineering teams, engaging the right technical resources at the right time whilst managing escalations to ensure timely resolution. Working alongside Technical Account Managers, you'll execute strategic initiatives and own the operational escalation pathway for service delivery issues, resolving challenges before they impact client satisfaction.
• Commercial management is a key responsibility where you'll monitor staff utilisation, track account gross profit metrics, and identify service expansion opportunities.

What You'll Need

• Proven experience in service delivery management within managed security services or a similar technology services environment is essential.
• You'll need a strong understanding of SOC operations, security service delivery models, and the ability to guide clients through maturity frameworks whilst maintaining operational excellence.
• Exceptional organisational and coordination skills are crucial, as you'll be managing multiple client engagements simultaneously whilst ensuring quality remains consistent.
• Strong commercial acumen is required, with demonstrated experience managing account profitability, tracking utilisation metrics, and identifying revenue growth opportunities.
• Outstanding communication skills are essential, as you'll be working across technical teams, client stakeholders, and internal leadership.
• A proactive problem-solving mindset and the ability to manage escalations effectively will help you thrive in this role. Experience with service management frameworks, SLA management, and performance reporting is highly valued.