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NCC Group logo
NCC Group

A global team at the heart of cyber innovation, together we create a more secure digital future

Service Delivery Manager

ManagerManagerFull TimeRemoteLeadTeam 1,001-5,000Since 1999H1B SponsorCompany SiteLinkedIn

Location

Australia

Posted

19 days ago

Salary

0

Seniority

Lead

No structured requirement data.

Job Description

Service Delivery Manager

NCC Group

Role Description 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. - Client Advocacy: Act as the primary point of contact for a dedicated portfolio of clients, ensuring their security requirements are met and exceeded. - Service Governance: Lead Monthly and Quarterly Business Reviews (MBRs/QBRs), translating SOC data and threat intelligence into actionable business insights. - Performance Management: Monitor and report on key performance indicators (KPIs) and SLAs, including MTTD, MTTR, and system uptime. - Incident Orchestration: Work closely with the NCC Technical Account Manager and serve as critical communication links during high-priority security incidents, managing expectations and technical updates between our SOC and IR teams and the client. - Service Improvement: Identify gaps in client security postures and recommend service enhancements, additional tooling, or policy changes to mitigate risk. - Contractual Oversight: Ensure all deliverables are met according to the Statement of Work (SOW) and manage the lifecycle of the contract. Qualifications - 3+ years in Service Delivery Management, Account Management, or IT Project Management, specifically within a Cybersecurity or Managed Services (MSP/MSSP) environment. - Technical Literacy: A strong understanding of cybersecurity fundamentals (SIEM, EDR, and Vulnerability Management) to effectively communicate with both engineers and senior management. - Communication Mastery: Capable of translating technical language into business impact to senior management. - Certifications (desirable): ITIL v4 Foundation, PMP, PRINCE2 or CISM. - Adaptability: Comfortable working in a fast-paced, high-pressure environment where threat landscapes change daily. Ways of working - Focusing on Clients and Customers. - Working as One NCC. - Always Learning. - Being Inclusive and Respectful. - Delivering Brilliantly. 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.

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