Service Delivery Manager

NCC Group; Sydney; Hybrid; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Superannuation

Annual leave 20 days

Sick Leave 10 days

Marriage/Civil Partnership Leave

Moving Home Leave

Employee Assistance Program

Job summary

NCC Group is seeking a Service Delivery Manager in Australia (Hybrid) to bridge our SOC and APAC clients. This full-time role covers onboarding, governance, incident escalation, and service improvements across client engagements.

You will oversee lifecycle management, ensure SLAs are met, and act as a trusted advisor to cybersecurity staff and IT leadership, with travel to client sites as needed.

Qualifications

• At least 1 year of experience in Cybersecurity.
• Affinity for IT/cybersecurity and client relationship management.
• Possibly ITIL Foundation certification.
• Experience in roles involving direct customer interaction.
• Willingness to travel to clients.
• Excellent communication skills.

Responsibilities

• Build and maintain productive relationships with assigned clients.
• Increase contract value while enhancing clients' cybersecurity.
• Lead or participate in client meetings and manage escalations.
• Collaborate closely with the account management team.
• Ensure services align with contracted SLAs.
• Analyze service usage and perceived value.
• Maintain client satisfaction and governance throughout the lifecycle.

Skills

Cybersecurity experience

Relationship management

Direct customer interaction

Willingness to travel

Excellent communication

Affinity for IT/cybersecurity

Education

ITIL Foundation

Job description

Service Delivery Manager

Department: Cyber Services and Capabilities

Employment Type: Full Time

Location: AUS Sydney Clarence Street

Description

Position Title: Service Delivery Manager

Location: Australia (Hybrid)

Type: Full-time

Role Purpose

We are looking for a high-impact Service Delivery Manager (SDM) to join our Managed Services practice as a full-time contractor. You will be the strategic bridge between our technical Security Operations Centre (SOC) and our Asia Pacific clients. Your mission is to ensure excellence in service delivery, maintain rigorous security standards, and act as a trusted advisor to our clients’ cybersecurity staff and IT leadership.

As an SDM, you aren’t just managing a contract; you are managing a partnership. You will oversee the entire lifecycle of the client relationship from onboarding and governance to incident escalation and service improvement.

Key Responsibilities

Summary

Key Responsibilities

• Building and maintaining productive relationships with your assigned clients.
• Increasing the value of the contracts you manage, always with the aim of enhancing clients' cybersecurity.
• Conducting various formal and ad-hoc client meetings, such as (onsite) service reviews, addressing service-related inquiries, and managing escalations.
• Collaborating closely with the account management team.
• Ensuring all delivered services consistently align with contracted SLAs.
• Analysing service usage and perceived service value.
• Taking responsibility for your clients’ satisfaction.

Skills, Knowledge & Expertise

What we are looking for in you

You have a natural talent for maintaining relationships and enjoy a varied agenda. You are also commercially savvy, identifying opportunities for our sales team to help clients improve their security.

In addition, you have:

• At least 1 year of experience in Cybersecurity
• An affinity for or knowledge of IT and cybersecurity.
• A clear vision of client relationship management.
• (Possibly) an ITIL Foundation certification.
• Experience in a role involving direct customer interaction.
• A willingness to travel to clients as needed.
• Excellent communication skills

Ways of working

• Focusing on Clients and Customers.
• Working as One NCC.
• Always Learning.
• Being Inclusive and Respectful.
• Delivering Brilliantly.

Our company

At NCC Group, our mission is to create a more secure digital future. That mission underpins everything we do, from our work with our incredible clients to groundbreaking research shaping our industry. Our teams' partner with clients across a multitude of industries, delving into, securing new products, and emerging technologies, as well as solving complex security problems. As global leaders in cyber and escrow, NCC Group is a people-powered business seeking the next group of brilliant minds to join our ranks.

Our colleagues are our greatest asset, and NCC Group is committed to providing an inclusive and supportive work environment that fosters creativity, collaboration, authenticity, and accountability. We want colleagues to put down roots at NCC Group, and we offer a comprehensive benefits package, as well as opportunities for learning and development and career growth. We believe our people are at their brilliant best when they feel bolstered in all aspects of their well-being, and we offer wellness programs and flexible working arrangements to provide that vital support.

Come join us?

Job Benefits

What do we offer in return?

We have a high-performance culture which is balanced evenly with world-class well-being initiatives and benefits:

• Superannuation
• Leaves Benefits include but not limited to:
• Annual leave – 20 days
• Sick Leave & caregivers Leave – 10 days
• Marriage/Civil Partnership Leave (1 day)
• Moving Home Leave (1 day)
• Employee Assistance Program with access to confidential counselling support 24 hours a day, 7 days a week. This is a free service for up to 6 occasions per calendar year for you and your close family.