Service Delivery Manager

Thales Group; Sydney; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Competitive remuneration structure

Hybrid and flexible working Options

Paid parental leave and family support

Birthday off

Novated lease options

Wellbeing & support partner

Professional development opportunities

Job summary

Thales Group is seeking a Client Service Delivery Manager in Sydney to ensure operational excellence for cybersecurity managed services across enterprise clients. The role is a permanent, full-time hybrid position based in Barangaroo, Sydney, owning day-to-day client relationships and acting as the primary escalation point for incidents and contractual deliverables.

You will coordinate with SOC, security engineers, and analysts to deliver against multi-year contracts, ensuring SLA compliance,

Qualifications

• Demonstrated experience in IT/Service Delivery/Cyber roles leading complex client engagements.
• Cyber Mindset, exposure to security operations, threat intelligence, or incident response.
• Confident in handling difficult conversations, making decisive calls under pressure, and articulating risks/impacts to stakeholders.
• Understand contractual financials and identify growth opportunities.

Responsibilities

• Oversee end-to-end service delivery, ensuring contractual obligations are met on time and within budget
• Lead high-pressure security incidents, coordinating responses with internal teams (SOC, engineers, threat intelligence) and communicating clearly with clients
• Build strong, proactive relationships, identify upsell opportunities, and gather feedback to enhance service quality
• Reporting & Governance tracking to ensure transparency and continuous improvement
• Work closely with Sales, Pre-Sales, Security Engineers, and Analysts to align service delivery with business outcomes

Skills

IT/Service Delivery/Cyber experience

Cyber mindset

Security operations exposure

Incident response experience

Stakeholder communication

Job description

About Thales

At Thales, we know technology has the ability to make our world more secure, sustainable, and inclusive – and that it’s all driven by human intelligence. Because it takes human intelligence to build and power the systems and solutions that people depend on every day. So we stay curious and make space for diverse points of view. We share what we know and we challenge what’s possible. From manufacturing and engineering to cybersecurity and space, we’re driving progress in some of the world’s most important industries – and working together to build a future we can all trust.

Our Benefits

• Competitive remuneration structure
• Hybrid and flexible working options under the Thales Flex program
• Paid parental leave and family support through Parents at Work
• The day off on your birthday each year
• Novated Lease options
• Ongoing personal and professional development opportunities
• Sonder Wellbeing & Support Partner

Our Team

Thales delivers cybersecurity products and services that keep people and assets safe, giving organisations confidence in the security of their digital journeys. Our solutions are deployed in 148 countries, helping governments to maintain sovereignty, and organisations to preserve their strategic autonomy. Thales is a global leader in cybersecurity - no.1 in data security - with 6,000+ experts and developers. We bring trust and resilience to key industries including finance, health, retail and manufacturing, as well as vital sectors such as aerospace, critical infrastructure, defence and space.

About the Role

As a Client Service Delivery Manager, you will be the trusted face of Thales for our enterprise clients, ensuring operational excellence in delivering cyber security managed services (e.g., threat detection & response, vulnerability management, digital forensics, and digital risk protection). This is a permanent full-time hybrid role based in our Barangaroo, Sydney office. You will own the day-to-day relationship with clients acting as their primary escalation point for incidents, contractual deliverables, and service improvements. Your role is critical in managing multi-year contracts, ensuring SLA compliance, and driving financial accountability and ensuring we are delivering to the contract.

• Oversee end-to-end service delivery, ensuring contractual obligations are met on time and within budget
• Lead high-pressure security incidents, coordinating responses with internal teams (SOC, engineers, threat intelligence) and communicating clearly with clients
• Build strong, proactive relationships, identify upsell opportunities, and gather feedback to enhance service quality
• Reporting & Governance tracking to ensure transparency and continuous improvement
• Work closely with Sales, Pre-Sales, Security Engineers, and Analysts to align service delivery with business outcomes

About You

• Demonstrated experience in IT/Service Delivery/Cyber roles leading complex client engagements (preferably in managed services or SOC environments).
• Cyber Mindset, exposure to security operations, threat intelligence, or incident response
• Confident in handling difficult conversations, making decisive calls under pressure, and articulating risks/impacts to stakeholders
• Manage competing demands, and drive efficiency in workflows.
• Understand contractual financials and identify growth opportunities.

Security Clearance

A Defence security clearance is required for this role, applicants must be Australian citizens and eligible to obtain and maintain an appropriate clearance. Additional information with regards to clearances is available from the Australian Government Security Vetting Agency website http://www.defence.gov.au/AGSVA/. In some cases, individuals who hold a current clearance from a foreign government may be eligible to have this clearance recognised by the Australian Government and be eligible for this role. The Australian Defence Trade Controls Act (DTCA) is applicable and as such, your nationality may be a factor in determining your suitability for this role.

Why Thales Cybersecurity?

• Impactful Work; No two days are the same; you’ll shape cyber resilience for enterprise clients across diverse sectors.
• Collaborative Culture; Join a supportive, empowering team where every voice drives improvement.
• Career Growth; Own your development in a role that blends client success, cyber expertise, and leadership Australian Defence Roles & Security

Company Commitment to Diversity and Inclusion

We’re committed to supporting a diverse workplace, and that starts here. We’re proud to be endorsed by WORK180 as an Employer for All Women, but we know there’s always more we can do. We’ll continue to foster industry partnerships, employee resource groups (ERGs) and development opportunities to make Thales a genuinely equitable employer, for everyone.