Service Deliver Manager (Fixed-Term)

Department: Cyber Services and Capabilities

Employment Type: Fixed Term Contract

Location: AUS Sydney Clarence Street

Reporting To: Cristiano Scharlack

Description

Position Title: Service Delivery Manager Location: Sydney (Remot) Type: Full-time Contractor (6-12 months)


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.



Summary 

· 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.


What we are looking for in you 

• 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.  

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?


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.

So, what’s next?
If this sounds like the right opportunity for you, then we would love to hear from you! Click on apply to this job to send us your CV and cover letter and the relevant member of our global talent team will be in touch with you. Alternatively send your details to global.ta@nccgroup.com .

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