Key Responsibilities

1. 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.

1. 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
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