Service Delivery Manager

Aurec Group; Canberra; On-site; AUD 150,000 - 200,000; Full time

Job summary

Aurec Group in Australia seeks a Senior Service Delivery Manager to own end-to-end governance, SLA delivery, and commercial protection for enterprise and Defence Managed Security Services accounts.

You will be the primary interface between client executives and internal SOC, DFIR, Cloud Security, Threat Intelligence, enforcing contract obligations, driving CSI, and managing high-stakes escalations during cyber events.

Qualifications

• Active NV2 security clearance issued by AGSVA (Mandatory).
• ITIL v3 or ITIL v4 Foundation certification (Mandatory).
• Desirable: ITIL Practitioner / Capability modules, SAFe/Agile, or Lean Six Sigma.
• Minimum 5+ years in Service Delivery Management within IT, MSP, or Cyber Security.
• Deep operational SOC/DFIR knowledge and security telemetry lifecycles.

Responsibilities

• Oversee governance and contractual accountability with SLAs, KPIs, and ITSM frameworks.
• Chair weekly/monthly executive service reviews with data-driven analytics.
• Serve as the escalation point for outages, breaches, and cyber incidents.
• Manage operational crises and coordinate cross-functional teams to restore services.
• Translate security telemetry into executive risk briefings for C-level stakeholders.

Skills

SOC triage

SIEM/SOAR workflows

EDR/MDR platforms

DFIR lifecycle

Executive briefings

Tools

ITIL v3/v4

SAFe/Agile

Lean Six Sigma

Job description

The Senior Service Delivery Manager (MSS) holds end-to-end operational governance, commercial protection, and SLA delivery accountability for enterprise and Defence Managed Security Services accounts.

Operating as the primary interface between client executive stakeholders and internal security operations (SOC, DFIR, Cloud Security, Threat Intelligence), you will enforce contract obligations, govern complex Service Level Agreements (SLAs), drive Continual Service Improvement (CSI), and manage high-stakes operational escalations during critical cyber events.

Key Responsibilities

• Service Governance & Contractual Accountability
• Maintain total operational ownership of assigned customer accounts, ensuring all services are delivered strictly in accordance with contractual SLAs, Key Performance Indicators (KPIs), and defined ITSM governance frameworks.
• Chair weekly and monthly executive service performance reviews, delivering detailed data-driven analytics on queue performance, SLA compliance, and operational risk metrics.
• Act as the single, authoritative point of escalation for client leadership during service outages, SLA breaches, and major cyber security incidents.
• Operational Crisis & Escalation Management
• Command operational escalations during live security incidents, coordinating cross-functional technical teams (SOC Analysts, Incident Responders, Engineers) to rapidly restore normal operations.
• Translate complex, technical security telemetry and threat data into concise, executive-level business risk briefings for client C-suite stakeholders.

Key Selection Criteria

Mandatory Requirements & Qualifications

• Security Clearance: Must hold an Active NV2 (Negative Vetting Level 2) security clearance issued by the Australian Government Security Vetting Agency (AGSVA).
• Certifications:
• Mandatory: ITIL v3 or ITIL v4 Foundation.
• Desirable: ITIL Practitioner / Capability modules, SAFe/Agile, or Lean Six Sigma.
• Experience: Minimum 5+ years of dedicated Service Delivery Management experience specifically within an Information Technology, Managed Services Provider (MSP), or Cyber Security operational environment.
• Domain Literacy: Deep operational understanding of Security Operations Center (SOC) triage, SIEM/SOAR alert workflows, EDR/MDR platforms, and Digital Forensics & Incident Response (DFIR) lifecycles.

Highly Regarded Experience

• Department of Defence & Intelligence Background: Direct, demonstrable experience delivering IT service management, cyber capabilities, or operational infrastructure within a Defence Environment.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .