Senior Service Delivery Manager
The Missing Link, Australia
Job Description
About The Missing Link
The Missing Link have been operating in Australia for over 20 years with offices in both Sydney and Melbourne. With over 100+ staff, you will be joining a highly successful team which is set to grow.
Our core offerings include cyber security, hardware and software, resiliency, cloud, communications, infrastructure, automation, consulting services and managed services.
Our Security division is one of the fastest growing Cyber Security businesses in Australia and is split into three service areas:
- Red Team (Security Consulting amp; Penetration Testing)
- Solutions (Security Architecture amp; Engineering)
- Security Operations Centre (SOC Blue Team)
We're recognised as industry leaders and accredited to the highest levels in the design, delivery, and support of the latest technologies. We partner with market-leading global and local vendors to deliver world-class business outcomes through IT transformation. Today, The Missing Link is one of the most awarded IT companies in Australia.
We have a number of focus areas and specialisation within the SOC, of which you will be supporting the Defender team. These focus areas are:
Defender: SOC Engineers who are responsible for the proactive management, maintenance and incidents involving security solution software and infrastructure
Hunter: SOC Analysts who conduct regular hunts through telemetry from various security solutions looking for IOCs and BIOCs
Watcher: SOC Analysts who triage and investigate alerts from various security solutions but primarily from EDR and SIEM
Responder: SOC Analysts who lead or contribute to the progression and resolution of Incident Response scenarios
The Role
Our SOC team is looking for an experienced Service Delivery Manager to join the team.
This role will be responsible for managing a key large client relationship and accountable for the successful onboarding and ongoing maintenance of their managed service.
In this role, you will be a critical interface between our client, partners and our technical teams; we are seeking an individual who is passionate about driving and supporting various teams to deliver excellent service.
Responsibilities
- Client relationship management
- Incident, escalation, problem, change and release management within the ITIL framework
- SLA monitoring, measurement, and reporting
- Transformation project and transition to managed service
- Scheduled service and business review meetings
Requirements
Essential
- 4+ years’ Service Management experience
- ITIL certified Managing Professional or Master level
- Experience in large enterprise environments
- Strong attention to detail
- Excellent communication skills, both written and verbal
- Work well in a fast-paced environment
- Exceptional time management
- Proactive and autonomous worker
Desirable
- 2 + years’ experience working within IT security
- ITIL 4 experience and certification
- Experience working with Market Leading Network Security Vendors
- Cybersecurity-related certifications (CompTIA Network +, Security + and/or Vendor Certification)
Benefits
- Company culture that fosters learning and development
- Career progression with lots of on the job training and certification opportunities
- Great environment, with excellent benefits e.g. regular staff events, free drinks and breakfast
- Great bonus structure